Customer Support Engineer

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 - Youre constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.

A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role

Empathy, and desire to help others.

Pragmatic problem-solving and critical thinking skills.

Diligence, patience and friendliness under time pressure.

Time management and the ability to multitask.

Strong analytical skills, familiar with system log analysis.

Experience writing documentation for Knowledge Base and Help Centers.

Can work independently and make decisions even when limited details are available.

Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.

Sense of urgency, ability to prioritize tasks based on business priorities.

Experience of managing customer expectations and delivering results against tight deadlines.

Fluent spoken and written English.

Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.

Good knowledge of SQL databases.

Knowledge of APIs, SDKs, and web applications and how they work.

Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country

BSc/MSc in Computer Science, Engineering or other science subject.

Familiarity with an Agile environment.