Technical Support Engineer

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

What the role is:

Our Technical Support team is growing, and we're targeting a Technical Support Engineer who is an expert at solving customer problems. In this role reporting to the Director of Technical Support, you’ll be a vital component in ensuring world-class support for our rapidly growing customer base. You’ll take full ownership and provide responsive service to problems reported by customers from initial triage until resolution, and will interface with other Socure teams along the way. 

This role is remote within the US.

What you'll do: 

• Drive customer satisfaction through understanding customer needs

• Provide responsive service to reported problems, including, but not limited to, account access, API integrations, code defects, log analysis.

• Take end-to-end ownership of reported problems, including initial troubleshooting, identification of root cause, and issue resolution 

• Communicate status updates to customers via phone and/or email within the required Service Level Agreements

• Work closely with Engineering, Infrastructure, and Data Science teams to resolve any customer issues that require escalation

• Leverage logs and monitoring tools to troubleshoot as well as proactively identify problems

• Create, setup, and maintain monitoring scripts and reports to support implementation and customer support activities

• Serve as customer advocate and coordinate customer communication during critical incidents

• Create process or troubleshooting documentation in Technical Support knowledge base
   

What you'll bring:

• Bachelor’s degree or equivalent professional experience

• 3-4 years experience in a technical support role in a SaaS environment

• Comfortable working:

  • Monday - Friday: 9:00am-6:00pm EST - Strong preference will be given to someone with a flexible schedule

  • Availability for weekend and holiday on-call coverage on a rotating basis 
     

• Experience supporting APIs and API integrations

• Ability to write basic SQL queries and make modifications to existing ones

• Excellent communication skills and a strong sense of customer empathy

• A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances

Nice to have:

• Industry: Prior experience with financial services, sponsor banks and financial regulations 

• Domain: Prior experience with identity fraud, KYC, consumer watchlists, and DocV technologies 

• Experience supporting machine learning based product offering

Salary Disclosure:Base Salary range: $72,000-85,000

This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job related factors. Socure's compensation and rewards package for full time roles includes a market competitive salary, equity, comprehensive benefits, and, for applicable roles, commissions plans or an annual discretionary performance bonus. 

#LI-Remote

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:

• Socure is Forbes' 2022 Best Startup Employer: https://bit.ly/3fbNw8S

• Socure Accelerates Onboarding for 50+ Crypto, Neobanks, and More: https://bit.ly/3dwN2K7

• Socure's Impact on Financial Inclusion: https://www.youtube.com/watch?v=Y6nBc6s1wsU

• Socure's Impact on Fraud Prevention: https://www.youtube.com/watch?v=M46UG8QyKe4

• Archives & Press Releases: https://learn.socure.com/about/press-release