Customer Support Engineer - Level 2

Yesterday

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Secure ID Solutions • Card personalization systems • Passport Systems & Security • Card Delivery and Fulfillment Systems • PKI

1001 - 5000 employees

🔒 Cybersecurity

💸 Finance

🏛️ Government

Description

• Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. • Show confidence when demonstrating solutions. • Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. • All-encompassing approach to customer support, adapting your language to fit the audience. • Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services. • Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. • You will help maintain accurate product documentation and will constantly try to improve internal processes. • Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.

Requirements

• Practical experience in coding & scripting using at least one programming language: ideally Ruby, Python, JavaScript or SWIFT • Practical experience with SQL databases • Deep knowledge / experience in testing mobile applications using AndroidStudio, Xcode, React Native and Flutter SDK as well as web applications • Experience with AWS cloud platform • Able to work with logs and build hypothesis to unfold complex problems • Rest API experience • Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this may include outbound contact with customers for additional information and resolution • Personal commitment to quality and customer satisfaction • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner • Work directly with Engineering and Product teams to resolve the issues customers have reported • Empathy and the desire to help others • Sense of urgency, ability to prioritise tasks based on business priorities • Can work independently and make decisions even when limited details are available • Diligence, patience and friendliness, even when things need to move fast • Self-starter, able to learn new technologies “on the fly” • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical issues