Customer Support Engineer - (L2)
Delhi
Growth – Customer Support /
Full-Time /
Remote
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.
As an L2 Support Engineer, you will be responsible for providing second-level customer support to ensure successful run of integrations with Onfido’s SDK, API, and no-code solutions. You will become an expert of Onfido’s product offerings, and provide technical support to customers. This role requires programming skills and sits in the Customer Organization.
This is the right job for you, if you’re keen on:
- Being a customer’s hero. Understanding the 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 leading in tech and disruptive in the identity verification space.
- Acquiring a deep knowledge of AI technologies and Onfido’s product suite. You will learn something new daily 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.
- Onfido is in hyper-growth mode. That means everyone who joins us today needs to be ready for personal hyper-growth too!
Requirements:
- Become an expert user of Onfido products
- Have strong troubleshooting skills that allow you to quickly diagnose customer problems.
- Have a strong ability to prioritise over diverse issues with many live customers
- Collaborate with engineering teams to solve SDK or API issues, showing great communication skills.
Preferred Skills
- Experience in a customer-facing technical architecture, customer success, or consulting role
- Programming expertise in at least one programming language used for mobile development or front-end development
- Hands-on experience working with RESTful API
- Experience resolving complex escalations and high tolerance to high-pressure incidents
- Experience validating potential solutions for ambiguous problems in a technical support setting
Desirable:
- Experience with SDK integrations
Our technology
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.
We are technology agnostic at Onfido. We are not looking for you to have experience in all these technologies. As long as you're open to learn, please apply.
You can learn more about our product engineering team and the work we do on our Onfido Tech blog.
Who you are:
We encourage people from all backgrounds, cultures, and skill levels to apply. It is okay to not meet all requirements listed as we are looking for individuals who are passionate, and eager to learn.
#LI-OH1 #LI-Remote
