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Senior Customer Support Engineer (L3)



Customer Service
Portugal · Remote
Posted on Friday, August 11, 2023
Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built 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’ awards at CogX.
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido.
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.
The opportunity
Onfido is looking for a full-time L3 Customer Support Engineer to join the Global Customer Support team as it expands its 24/7 coverage within Europe and India. As an L3 Support Engineer, you will be responsible for providing third-level customer support to ensure successful run of integrations with Onfido’s SDKs, API, and no-code solutions. You will become an expert of Onfido’s product offerings, and provide high level technical support to our customers. This role requires programming skills and sits in the Customer Organisation.
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 develop 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.
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
You can learn more about our product engineering team and the work we do on our Onfido Tech blog.

Essential Skills:

  • Overall work-experience of 5+ years in a Customer Service or software support roleBSc/MSc in Computer Science, Engineering or other science subjects
  • Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Looker, Datadog
  • Practical experience in coding & scripting using at least one programming language: ideally Ruby, Python, JavaScript or SWIFT
  • Practical experience with SQL databases
  • Deep knowledge / experience in testing mobile applications using AndroidStudio, Xcode, React Native and Flutter SDK as well as web applications
  • Experience with AWS cloud platform Able to work with logs and build hypothesis to unfold complex problems RestAPIs experienceDemonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this may include outbound contact with customers for additional information and resolution
  • Personal commitment to quality and customer satisfaction
  • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
  • Work directly with Engineering and Product teams to resolve the issues customers have reported Empathy and the desire to help others
  • Sense of urgency, ability to prioritise tasks based on business priorities
  • Can work independently and make decisions even when limited details are available
  • Diligence, patience and friendliness, even when things need to move fast
  • Self-starter, able to learn new technologies “on the fly”
  • Excellent written and verbal communication skills with the ability to to clearly articulate solutions to complex technical issues

Preferred Skills:

  • Experience in mobile application development
  • Experience providing SaaS technical support for international customers
  • Experience using tools such as Splunk, Xcode, Android Studio

Our Values and Behaviours

  • Succeed Together - Share skills, ideas and honest feedback
  • Be excellent to each other
  • Take Pride - Deliver world-class quality and be an ambassador
  • Learn Things, Share Them - Seek out knowledge. Then, take what you learn and teach it to others
  • Find a Better Way - Fix what's broken and make what works even better
  • Create Customer Buzz - Craft an experience that customers rave about
#LI-LP1 #LI-Remote
Onfido Culture
Onfidoers share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed. You will receive:
> Share options in Onfido, through our equity schemes. Share options have a one-year cliff and vest over four years
> 25 days annual leave plus a day off for your Birthday.
> Two paid volunteering days per year.*
> Private Medical Insurance through Allianz*
> Life Assurance (3x Annual Base Salary)*
> Generous paid parental leave
> Free mental health coaching provided online.
> Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy
> Dedicated learning opportunities including using tools like Learnably with availability to use for learning resources such as books, coaches, conferences, courses, podcasts, and more
> Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events
> Expense up to £300 (or local equivalent) to purchase workstation setup equipment
> The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups
*after passing probation (3 months)
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery.
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.