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Customer Support Engineer



Customer Service
Berlin, Germany
Posted on Thursday, August 10, 2023
Onfido lets people prove their identity anytime, anywhere. We’re creating a more open digital world by connecting them to the services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account. We’re building a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ and ‘Best AI Product in FinTech’ awards at CogX.
We are a global, established, technology company having surpassed $130M in annual recurring revenue (ARR) with a prominent position in the global marketplace, and have been repeatedly recognized for our performance and innovation. In 2023, we’ve been awarded ‘Best Fraud Detection and Prevention Company of the Year by Frost & Sullivan, featured as a Strong Performer by Forrester in its 2022 Identity Verification Wave, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors such as TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with hundreds of businesses to help millions access services every week – from billion-dollar institutions to hypergrowth unicorns. We support checks in 195 countries, and 2,500+ document types. With over 1,200 customers worldwide and 500 employees.
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
Onfido is looking for full-time Customer Support Engineer to join the Customer Support team as it expands its 24/7 coverage within Europe. We're also aiming at providing more channels for effective customer support, which includes phone and chat. This is an entry level position, in which the engineer is required to work shifts (day/evening/night).

This is the right job for you, if you’re keen on:

  • Being a customer’s hero. Understanding priority of requests, capturing the required details for a timely resolution and suggesting the best way of achieving a customer goal. You focus on response time and customer satisfaction.
  • Joining a great company that is leading in tech and disruptive in the identity verification space.
  • Acquiring a deep knowledge of AI technologies and Onfido’s product suite. You will get to learn something new every day as we enhance our products and services.Looking for opportunities to improve internal processes and represent the “voice of the customer” within Onfido.
  • Working with people who inspire and being an inspiration for others. We are proud of our world-class culture, where people are encouraged to share ideas and learn from each other.
  • Onfido is in hyper-growth mode. That means everyone who joins us today needs to be ready for personal hyper-growth too!

Essential skills

  • Empathy and the desire of helping others.
  • Pragmatic problem-solving skills.
  • Can work independently and make decisions even when limited details are available.
  • Collaborate with team members on tasks and projects.
  • Diligence, patience and friendliness, even when things need to move fast.
  • Sense of urgency, ability to prioritise tasks based on business priorities.
  • Fluent spoken and written English.
  • Practical experience with at least one programming language: ideally Ruby, Python or JavaScript. Also SQL.
  • Knowledge of APIs, SDKs, and web applications and how they work.

Desired skills

  • Experience in a support or other service-oriented customer facing role.
  • BSc/MSc in Computer Science, Engineering or other science subject.
Our technology
We use a lot of exciting technology. Our engineers are flexible about technology and pick the right tool for the job:
- Python, Ruby and Elixir for our service code.
- React and Redux for frontend work.
- TensorFlow for Machine Learning / Computer Vision.
- Kubernetes and Docker to package and run services.
- AWS for underlying infrastructure.
We are technology agnostic at Onfido. We are not looking for you to have experience in all these technologies. As long as you're open to learn, please apply.
You can learn more about our product engineering team and the work we do on our Onfido Tech blog.
Who you are:
We encourage people from all backgrounds, cultures, and skill levels to apply. It is okay to not meet all requirements listed as we are looking for individuals who are passionate, and eager to learn.
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