Customer Support Engineer - Onfido Solutions
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:
Onfido, an Entrust company is looking for an experienced Customer Support Engineer. We are looking for full-time Customer Support Engineer to join the Global Customer Support team as it expands its 24/7 coverage.
This is the right role for you, if you like:
Being a Customer's hero. Understanding 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 that is leading in tech and disruptive in the Identity Verification space.
Acquiring a deep knowledge of AI technologies and our product suites. You will get to learn something new every day as we develop our products and services.
Looking for opportunities to improve internal processes and represent the “voice of the customer”.
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.
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.
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Schedule: Sunday - Thursday (after the training period ~ 2 months)
Hours: 9 hours with 1 h lunch break
Shift: 4am - 1 pm IST
Essential Experience:
Practical experience in coding & scripting using at least one programming language: ideally Ruby, Python, JavaScript or SWIFT
Practical experience with SQL databases
Deep knowledge / experience in testing mobile applications using AndroidStudio, Xcode, React Native and Flutter SDK as well as web applications
Experience with AWS cloud platform
Able to work with logs and build hypothesis to unfold complex problems
RestAPIs experience
Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this may include outbound contact with customers for additional information and resolution
Willingness and ability to work on some public holidays as required to provide customer support.
Personal commitment to quality and customer satisfaction
Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
Work directly with Engineering and Product teams to resolve the issues customers have reported
Empathy and the desire to help others
Sense of urgency, ability to prioritise tasks based on business priorities
Can work independently and make decisions even when limited details are available
Diligence, patience and friendliness, even when things need to move fast
Self-starter, able to learn new technologies “on the fly”
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical issues
Preferred Skills:
BSc/MSc in Computer Science, Engineering or other science subjects
Experience in a Customer Service or software support role
Experience in mobile application development
Experience providing SaaS technical support for international customers
About Entrust
Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.
For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.
#LI-NR1
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:
Neha RathoreNeha.Rathore@entrust.com