Senior Technical Support Engineer

About the role

Veriff is seeking a seasoned Technical Support Engineer to join our team. This role focuses on providing advanced technical assistance to our clients, ensuring they can effectively utilize our identity verification solutions. You will be instrumental in resolving complex issues and enhancing customer satisfaction.

Key facts

What you'll do

• Investigate and resolve intricate technical challenges reported by customers regarding Veriff's identity verification platform.
• Collaborate with engineering and product teams to identify root causes of issues and contribute to product improvements.
• Develop and maintain comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
• Provide guidance and training to junior support staff on complex technical matters.
• Monitor system performance and proactively identify potential issues.

Requirements

• A bachelor's degree in Computer Science, Engineering, or a related technical field.
• A minimum of 5 years of experience in a technical support or customer engineering role, preferably within a SaaS environment.
• Demonstrated experience with API integrations and troubleshooting.
• Proficiency in analyzing logs and diagnosing software-related problems.
• Strong understanding of web technologies and common authentication protocols.

Nice to have

• Experience with cloud platforms such as AWS or Google Cloud.
• Familiarity with identity verification processes and related compliance standards.

Skills & tools

• Experience with SQL and database querying.
• Familiarity with scripting languages like Python or Bash.
• Knowledge of ticketing systems (e.g., Zendesk, Jira Service Management).

Practical notes

• Veriff offers competitive compensation, including a salary range of $100,000 - $130,000 annually.
• This position is fully remote within the USA.
• Veriff provides comprehensive health, dental, and vision insurance.
• We offer a generous paid time off policy.
• No specific application deadline is mentioned for this role.