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 tojunior 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, StrategicAccount Management, Technical Account Management, Data Science, and Infrastructure teams to troubleshoot, escalate, and resolve customer issues related toAPIs, 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 automatedmonitoring 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:

1) 7-10 years of experience in technical support, with significant experience in a SaaS environment, preferably in a technology or fintech company.

2) Strong technical background with hands-on experience in troubleshooting API integrations, database queries (SQL), HTML, Javascript, Mobile SDKs, and working with SaaS infrastructure.

3)Scripting experience (bash, python etc)

4)Knowledge of cloud technologies

5)Experience with Machine Learning products and understanding of identity fraud prevention, KYC, and DocV technologies.

6)Advanced communication skills, with the ability to explain technical concepts to non-technical customers and provide clear, empathetic support.

7)Ability to handle complex technical escalations while maintaining a strong
customer-centric approach

8)Proactive and self-motivated, with a keen ability to adapt to rapidly changing technical environments and customer needs.

9)Experience working in a distributed team environment and flexibility to cover on-call support during weekends and holidays on a rotating basis. Comfortable working 9 AM to 6 PM ET (Monday to Friday).

10)Bachelor’s degree in Computer Science or a related field, or equivalent

professional experience.

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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.

Salary Disclosure:Base Salary range: $90,000-$104,000

This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job related factors. Socure's

compensation and rewards package for full time roles includes a market competitive salary, equity,  comprehensive benefits, and, for applicable roles, commissions plans or an annual discretionary performance bonus. 

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

Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.