Technical Support Engineer

Socure

Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/27/2021
  • Website: socure.com
  • Company Address: 330 7th Ave Suite 201, New York, NY, 10001

About Socure

Socure is a New York-based software company that provides consumers and businesses with a next-generation security SaaS solution to fight against the risk of identity theft and related fraudulent activities.

Job Description

Founded in 2012, Socure is the leader in high-assurance digital identity verification technology.  Named to Forbes’ 2019 AI 50 list as one of America’s most promising AI companies, and a recent winner of API World’s Best Data API, Socure’s technology applies artificial intelligence and machine learning techniques with trusted online/offline data intelligence from email, address, phone, IP, social media and the broader Internet to verify identities in real-time. Customers include three of the top five U.S. banks, seven of the top 10 U.S. card issuers, as well as the majority of leading digital banks, lenders and insurers across the U.S. We are funded by some of the world's best investors and entrepreneurs including Scale Venture Partners, Commerce Ventures, Work-Bench, Santander InnoVentures and Two Sigma Ventures.

The only way we can further our mission of becoming the single, trusted source of identity verification and eliminating identity fraud is by building the best team on the planet. This is where you come in! 

We are looking for a Technical Support Engineer to join and be a key member of Socure’s Growth team to be based anywhere remotely in the US.

An expert at solving customer problems, 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. 

What You'll Do: 

  • Drive customer satisfaction through understanding customer needs, providing responsive service to reported problems including but not limited to account access, API integrations, code defects, log analysis, and first line engineering support for Mobile Native iOS and Android and Mobile Web SDKs.
  • 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+ years experience in a technical support role in a SaaS environment
  • Comfortable working 8:30 am - 5:30 PST / 11:30 - 8:30 pm EST Monday through Friday
  • Available 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

Bonus Qualifications:

  • Experience with SDKs, developer frameworks, mobile device and web application development
  • 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 is a plus

Perks & Benefits: 

  • Competitive base salary
  • Equity - every employee is a stakeholder in our upside
  • Medical, dental and vision benefits for employees and their dependents 
  • Parental leave and fertility support
  • Flexible PTO
  • 401K with company match
  • Stipend to supply your home office
  • Annual professional development stipend 

A Message on COVID-19:

Socure's number one priority is to safeguard the health and well-being of our team members, our families and our communities. During this unprecedented time, we are closely monitoring COVID-19 developments and updating our response plan quarterly. We are regularly soliciting feedback from our employees to help inform our return-to-office strategy. For our team members who loved going into the office, we are looking forward to meeting once again! But until then, we are striving to ensure that Socureans have the resources and support they need to excel from home. This includes a work-from-home stipend so you can build your home office and fun, virtual events so you can continue to feel connected to your coworkers.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.