Predictive analytics and machine learning power Socure’s groundbreaking technology and fuel our mission to verify 100% of good identities in real time and completely eliminate identity fraud on the internet.
Socure is the world leader in digital identity verification and fraud prevention. Our recent awards include Forbes 2022 America’s Best Startup Employers, The Forbes Cloud 100, The Deloitte Technology Fast 500, and Inc. 5000’s fastest growing companies.
Listen to why some of the world’s top technology investors see the enormous, transformative potential in Socure’s mission and products:
https://www.youtube.com/watch?v=ifM9_jPQCv8
About Socure:
Socure is a rapidly growing leader in identity verification and fraud prevention solutions. We
leverage machine learning and advanced data analytics to provide cutting-edge services for
financial institutions and organizations across various sectors. As part of our continued growth,
we are looking for a Senior Technical Support Engineer to join our highly skilled support team.
What the Role is:
As a Senior Technical Support Engineer at Socure, you will be the driving force behind
delivering exceptional support to our clients, ensuring that complex technical issues are
resolved efficiently. Reporting to the Director of Technical Support, you'll own the end-to-end
resolution of escalated technical issues, collaborating across internal teams like Engineering,
Infrastructure,Technical Account Management, Strategic Account Management and Data
Science. You will contribute to the improvement of our support processes, provide guidance to
junior engineers, and serve as a key point of contact for critical incidents.
Responsibilities:
Lead Customer Support Excellence: Take ownership of complex customer problems,
ensuring timely resolution from initial triage to final closure.
Collaborate with Cross-Functional Teams: Work closely with Engineering, Strategic
Account Management, Technical Account Management, Data Science, and
Infrastructure teams to troubleshoot, escalate, and resolve customer issues related to
APIs, integrations, performance, and data discrepancies.
Problem-Solving Expertise: Analyze system logs, API integrations, and
customer-reported issues to identify root causes and implement effective solutions.
Proactive Monitoring & Incident Management: Develop and maintain automated
monitoring systems to detect potential issues early, ensuring minimal customer impact.
Manage critical incidents, providing regular updates to customers, and coordinating
across teams to resolve high-priority issues.
Process Improvement: Lead the creation of documentation, knowledge base articles,
and troubleshooting processes to streamline support operations.
Escalation Point for Complex Issues: Handle high-impact, escalated cases and act as
the point of contact for customers experiencing critical issues, ensuring that they receive
timely and accurate updates.
Customer Advocacy: Represent customer needs within Socure, ensuring that feedback
is communicated and considered in future product and service improvements.
Mentor and Coach: Support and mentor junior engineers, providing guidance on
complex technical issues, while promoting best practices and knowledge sharing within
the team.
Documentation and Reporting: Ensure accurate documentation of incidents and
resolutions in the knowledge base and internal systems, contributing to continuous
improvement.
Maintain SLA and KPIs: Ensure that support cases are resolved within agreed-upon
SLAs, and contribute to improving team performance metrics.
What You'll Bring:
●7-10 years of experience in technical support, with significant experience in a SaaS
environment, preferably in a technology or fintech company.
●Strong technical background with hands-on experience in troubleshooting API
integrations, database queries (SQL), HTML, Javascript, Mobile SDKs, and working with
SaaS infrastructure.
●Experience with Machine Learning products and understanding of identity fraud
prevention, KYC, and DocV technologies.
●Advanced communication skills, with the ability to explain technical concepts to
non-technical customers and provide clear, empathetic support.
●Ability to handle complex technical escalations while maintaining a strong
customer-centric approach.
●Proactive and self-motivated, with a keen ability to adapt to rapidly changing technical
environments and customer needs.
●Experience working in a distributed team environment and flexibility to cover on-call
support during weekends and holidays on a rotating basis.
●Bachelor’s degree in Computer Science or a related field, or equivalent professional
experience.
Nice to Have:
Industry Experience: Background in financial services, regulatory compliance, and risk
management, including experience working with financial regulations.
Domain Knowledge: Familiarity with identity verification, synthetic fraud prevention, and
watchlist management.
Advanced SQL Skills for deeper database troubleshooting and analysis.
Knowledge of DevOps tools and cloud infrastructure is a plus, but not mandatory.
Socure is all about encouraging people to push the boundaries of what’s possible through top-tier performance, innovation, ownership, and shared expertise.
We empower excellence by providing great perks and benefits to both our fully remote employees in North America and our hybrid teams in India.
To learn more, check out Socure’s Career Page: https://www.socure.com/company/careers
Socure is an equal opportunity employer and value diversity of all kinds at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To learn more about how our work is changing the world, check out these articles and videos:
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Socure is Forbes' 2022 Best Startup Employer: https://bit.ly/3fbNw8S
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Socure Accelerates Onboarding for 50+ Crypto, Neobanks, and More: https://bit.ly/3dwN2K7
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Socure's Impact on Financial Inclusion: https://www.youtube.com/watch?v=Y6nBc6s1wsU
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Socure's Impact on Fraud Prevention: https://www.youtube.com/watch?v=M46UG8QyKe4
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Archives & Press Releases: https://learn.socure.com/about/press-release
Top Skills
What We Do
Socure is the leading platform for digital identity trust. Its predictive analytics platform applies artificial intelligence and machine learning techniques with trusted online/offline data intelligence from email, phone, address, IP, device, velocity, and the broader internet to verify identities in real time. The company has more than 750 customers across the financial services, gaming, telecom, and e-commerce industries, including three of the top five banks, seven of the top 10 card issuers, three of the top MSBs, the top payroll provider, the top credit bureau, and over 100 of the largest and most successful FinTechs. Marquee customers include Chime, Varo Money, Public, Stash, and DraftKings.
Socure has received numerous industry awards and accolades, including being named to Forbes America’s Best Startup Employers 2021, being awarded Best New Technology Introduced over the Last 12 Months – Data and Data Services at the 2020 American Financial Technology Awards (AFTAs), being ranked number 70 in Deloitte’s Technology Fast 500™, being listed as a Gartner Cool Vendor, being recognized by Forbes as one of the Top 25 Machine Learning Startups to Watch, being named to CB Insights: The FinTech 250, and being awarded Finovate’s Award for Best Use of AI/ML, to name a few.
Why Work With Us
Socure is a critical part of the infrastructure of the digital economy and what we do is critical to ensure the safety of anyone doing any sort of business on the internet. Because of our technology digital identity theft will be eradicated and more people will be included in the digital economy than ever before.
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