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: 7:00am-4:00pm EST
• 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