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Senior Customer Support Engineer

Onfido

Onfido

Customer Service
Remote · United States
Posted on Thursday, March 21, 2024
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.
The opportunity
Onfido is looking for a full-time Senior Customer Support Engineer to join the Global Customer Support team as it expands its 24/7 coverage.
As a Senior 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 organization.

This is the right role for you, if you like:

  • 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.

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 role
  • BSc/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 experience
  • Demonstrated 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
The salary range for this full-time position is from $85,000 to $128,000. It may vary depending on your interview performance, level at Onfido’s career Path.
Base salary is just one part of our total rewards package which additionally includes share options, performance bonus or commission for eligible roles, and competitive benefits. Ranges are based on function, level, location and are benchmarked against similar companies.
Individual pay decisions are based on a number of factors, including skills, experience and interview performance. Your Talent Partner can share more about the specific salary range for your location during the hiring process.
#LI-LS1
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
Benefits
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:
> 25 days annual leave plus a day off for your Birthday
> 10 paid holidays.
> 10 paid sick days.
> Two paid volunteering days per year.*
> Rich health, vision, and dental benefits are offered via our partner TriNet. TriNet gives you the flexibility to choose a plan that suits you and Onfido now covers 100% of the cost of our elected base plans for you and 50% for your dependents
> Life Assurance
> 401(k) match up to 4% of your total salary*. You can contribute what you like (up to the annual federal limit).
> Generous paid parental leave
> Free mental health coaching provided online
> Life enrichment allowance of up to $100 per month to use for services including gym, yoga, fitness classes, massages, childcare, and therapy
> Dedicated learning opportunities including using tools like Learnerbly 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 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.