Senior Customer Support Engineer - (l3)

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