Senior Technical Support Engineer

Predictive analytics and machine learning power Socure’s groundbreaking technology and fuel our mission to verify 100% of good identities in real time and completely eliminate identity fraud on the internet.

Socure is the world leader in digital identity verification and fraud prevention. Our recent awards include Forbes 2022 America’s Best Startup Employers, The Forbes Cloud 100, The Deloitte Technology Fast 500, and Inc. 5000’s fastest growing companies.

Listen to why some of the world’s top technology investors see the enormous, transformative potential in Socure’s mission and products:

https://www.youtube.com/watch?v=ifM9_jPQCv8

About Socure:

Socure is a rapidly growing leader in identity verification and fraud prevention solutions. We

leverage machine learning and advanced data analytics to provide cutting-edge services for

financial institutions and organizations across various sectors. As part of our continued growth,

we are looking for a Senior Technical Support Engineer to join our highly skilled support team.

What the Role is:

As a Senior Technical Support Engineer at Socure, you will be the driving force behind

delivering exceptional support to our clients, ensuring that complex technical issues are

resolved efficiently. Reporting to the Director of Technical Support, you'll own the end-to-end

resolution of escalated technical issues, collaborating across internal teams like Engineering,

Infrastructure,Technical Account Management, Strategic Account Management and Data

Science. You will contribute to the improvement of our support processes, provide guidance to

junior engineers, and serve as a key point of contact for critical incidents.

Responsibilities:

Lead Customer Support Excellence: Take ownership of complex customer problems,

ensuring timely resolution from initial triage to final closure.

Collaborate with Cross-Functional Teams: Work closely with Engineering, Strategic

Account Management, Technical Account Management, Data Science, and

Infrastructure teams to troubleshoot, escalate, and resolve customer issues related to

APIs, integrations, performance, and data discrepancies.

Problem-Solving Expertise: Analyze system logs, API integrations, and

customer-reported issues to identify root causes and implement effective solutions.

Proactive Monitoring & Incident Management: Develop and maintain automated

monitoring systems to detect potential issues early, ensuring minimal customer impact.

Manage critical incidents, providing regular updates to customers, and coordinating

across teams to resolve high-priority issues.

Process Improvement: Lead the creation of documentation, knowledge base articles,

and troubleshooting processes to streamline support operations.

Escalation Point for Complex Issues: Handle high-impact, escalated cases and act as

the point of contact for customers experiencing critical issues, ensuring that they receive

timely and accurate updates.

Customer Advocacy: Represent customer needs within Socure, ensuring that feedback

is communicated and considered in future product and service improvements.

Mentor and Coach: Support and mentor junior engineers, providing guidance on

complex technical issues, while promoting best practices and knowledge sharing within

the team.

Documentation and Reporting: Ensure accurate documentation of incidents and

resolutions in the knowledge base and internal systems, contributing to continuous

improvement.

Maintain SLA and KPIs: Ensure that support cases are resolved within agreed-upon

SLAs, and contribute to improving team performance metrics.

What You'll Bring:

●7-10 years of experience in technical support, with significant experience in a SaaS

environment, preferably in a technology or fintech company.

●Strong technical background with hands-on experience in troubleshooting API

integrations, database queries (SQL), HTML, Javascript, Mobile SDKs, and working with

SaaS infrastructure.

●Experience with Machine Learning products and understanding of identity fraud

prevention, KYC, and DocV technologies.

●Advanced communication skills, with the ability to explain technical concepts to

non-technical customers and provide clear, empathetic support.

●Ability to handle complex technical escalations while maintaining a strong

customer-centric approach.

●Proactive and self-motivated, with a keen ability to adapt to rapidly changing technical

environments and customer needs.

●Experience working in a distributed team environment and flexibility to cover on-call

support during weekends and holidays on a rotating basis.

●Bachelor’s degree in Computer Science or a related field, or equivalent professional

experience.

Nice to Have:

Industry Experience: Background in financial services, regulatory compliance, and risk

management, including experience working with financial regulations.

Domain Knowledge: Familiarity with identity verification, synthetic fraud prevention, and

watchlist management.

Advanced SQL Skills for deeper database troubleshooting and analysis.

Knowledge of DevOps tools and cloud infrastructure is a plus, but not mandatory.

Socure is all about encouraging people to push the boundaries of what’s possible through top-tier performance, innovation, ownership, and shared expertise.

We empower excellence by providing great perks and benefits to both our fully remote employees in North America and our hybrid teams in India.

To learn more, check out Socure’s Career Page: https://www.socure.com/company/careers

Socure is an equal opportunity employer and value diversity of all kinds at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how our work is changing the world, check out these articles and videos:

• Socure is Forbes' 2022 Best Startup Employer: https://bit.ly/3fbNw8S

• Socure Accelerates Onboarding for 50+ Crypto, Neobanks, and More: https://bit.ly/3dwN2K7

• Socure's Impact on Financial Inclusion: https://www.youtube.com/watch?v=Y6nBc6s1wsU

• Socure's Impact on Fraud Prevention: https://www.youtube.com/watch?v=M46UG8QyKe4

• Archives & Press Releases: https://learn.socure.com/about/press-release