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Tech Stack
Tools & technologiesJavaScriptPythonRubySQL
About the role
Key responsibilities & impact- Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors.
- Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey.
- Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.
- Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests.
- Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.
Requirements
What you’ll need- A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role
- Empathy, and desire to help others.
- Pragmatic problem-solving and critical thinking skills.
- Diligence, patience, and friendliness under time pressure.
- Time management and the ability to multitask.
- Willingness and ability to work on some public holidays as required to provide customer support.
- Strong analytical skills, familiar with system log analysis.
- Experience writing documentation for Knowledge Base and Help Centers.
- Can work independently and make decisions even when limited details are available.
- Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.
- Sense of urgency, ability to prioritize tasks based on business priorities.
- Experience of managing customer expectations and delivering results against tight deadlines.
- Fluent spoken and written English.
- Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.
- Good knowledge of SQL databases.
- Knowledge of APIs, SDKs, and web applications and how they work.
- Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country.
Benefits
Comp & perks- Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
- Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
- Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
RubyPythonJavaScriptSQLAPIsSDKsweb applicationssystem log analysisdocumentation writingcustomer support
Soft Skills
empathyproblem-solvingcritical thinkingdiligencepatiencefriendlinesstime managementmultitaskingcollaborationsense of urgency