Customer Support Engineer

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible.

We are looking to hire a Customer Support Engineer as part of Telesign’s Technical Support team. The Customer Support Engineer role works with our customers as well as with our internal teams on troubleshooting issues from initial detection to resolution, and escalating issues in a timely manner when appropriate. The Technical Support Team is working cross-functionally with other Telesign teams and employs a customer-centric oriented approach to improve the quality of the service that Telesign provides.

Key responsibilities

• Identify, clarify and resolve customer requirements and specific customer impacting problems.
• Provide professional, useful and complete advice and responses to our customers
• Learn, apply, and articulate Telesign’s products, services and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes
• Drive increased customer satisfaction by exceeding expectations
• Provide responsive support in line with company service levels and proper handling.
• Maintain accurate account information and settings in proprietary systems
• Track and handle issues/alerts and do follow-ups with all stakeholders until the issue has been resolved  
• Maintain and expand technical knowledge across Telesign products and services, tools, and processes
• Contribute to technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization

 Essential Requirements

• 2-3 years’ experience in customer facing role
• Minimum High-school level of education
• Fast Learner
• High level of responsibility
• Team orientated
• Strong problem-solving skills and analytical skills; logical and critical thinking
• Strong Customer care and focus
• Positive attitude and results-driven motivation
• Ability to translate technical knowledge and concepts to non-technical people
• Strong ability to prioritize and multi-task in a fast-paced environment
• Attention to detail
• MS Office package - relevant knowledge
• Ability to work in shifts (24/7 shift schedule)

Preferred Qualifications (Will be treated as an advantage)

• Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python.
• Familiarity with Salesforce ticketing systems (” Service cloud”), Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

We are offering

• Good compensation - Competitive € salary plus benefits package.
• Development opportunities.
• Challenging but also a friendly working environment.
• And much, much more...

About Telesign

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.