Customer Support Engineer - US Mountain Time Zone
Onfido
Career Growth, Flexibility and Collaboration!
Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
Position Overview:
Our Customers Support Engineers have a deep understanding of our products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction.
Entrust is expanding our Support team focused on the Onfido (an Entrust Company) product suite to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes. The perfect candidate enjoys making customers happy and has a keen eye for investigation and detail.
This role is part of a global team that provides 24x7x365 support to our customers. Coverage for customer support may require work on some public holidays.
Responsibilities:
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. Show confidence when demonstrating solutions.
Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. All-encompassing approach to customer support, adapting your language to fit the audience.
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. You will help maintain accurate product documentation and will constantly try to improve internal processes.
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.
Qualifications:
Basic Qualifications
BSc in Computer Science, Engineering or other science subject
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.
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.
- Willingness and ability to work on some public holidays as required to provide customer support.
Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country
Preferred Qualifications:
MSc in Computer Science, Engineering or other science subject.
Familiarity with an Agile environment.
Compensation Range:
The pay range for this position is 65000 - 101000 Pay ranges will vary and will be set in the applicable currency. Actual compensation will be determined based on geographic location, education, skills and experience. Please speak with the recruiter for more details.
For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact accessibility@entrust.com.
Recruiter:
Richa SrivastavaRicha.Srivastava@entrust.com