Sr Tech Support Specialist
Onfido
IT, Customer Service
South Korea
Join us at Entrust
At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.
Get to Know Us
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.
Position Overview
The Technical Support Specialist works closely with customer engineers, dealers, distributors, and end users to diagnose, troubleshoot, and resolve technical issues related to Entrust hardware and software products. This role is responsible for the accountabilities outlined below, along with other duties as assigned.
Responsibilities
Technical Support (50%)
Serve as the primary escalation point for technical issues that customer engineers or on‑site technicians are unable to resolve
Maintain high availability for customer and distributor contacts to ensure timely and accurate responses
Investigate customer issues using phone, email, remote connections, and on‑site visits, in accordance with contract requirements
Diagnose root causes of customer complaints, performance issues, and quality concerns
Identify, arrange, and install replacement hardware parts or software
Adjust system configurations to restore product performance to required standards
Escalate issues to engineering teams through established escalation processes
Installation / Implementation (30%)
Ensure systems operate in accordance with contractual agreements at customer sites
Manage and lead preparation activities for machine and software installation through distributors
Perform successful hardware and software installations at customer sites
Execute standard test cards and validation procedures
Ensure systems are fully operational for customer production, including hardware, software, and consumables
Marketing & Pre‑Sales Support (20%)
Stage equipment for trade shows, including handling and light lifting as required
Attend trade shows to install, test, and operate equipment on‑site
Respond to inquiries from customers, distributors, and sales teams regarding product information and compatibility
Handle service requests from Entrust distributors
Maintain and update installed‑base data and track quality issues
Support growth of service revenue, including HMA, SMA, and spare parts
Basic Qualifications
Minimum of 5 years of experience supporting complex electromechanical hardware and/or companion software
Experience providing technical service for mid‑size to large machines, both directly and indirectly
Strong sense of ownership and accountability for assigned and planned tasks
Proficiency in Microsoft Office applications and related software
Willingness to travel up to 50%, including some international travel; ability to travel on short notice
Preferred Qualifications
Bachelor’s degree in Engineering (Mechanical or Electrical preferred)
Experience with card personalization systems or similar platforms
Strong analytical and problem‑solving skills with the ability to collaborate effectively
Strong customer focus and commitment to quality
Ability to manage multiple priorities while maintaining attention to detail
Excellent written, verbal, and presentation skills in English and Korean
Experience supporting a global customer base
Self‑motivated, results‑oriented team player
#LI-CV
At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:
Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.
Ready to Make an Impact?
If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.
Apply today!
For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
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:
Claudia VernonClaudia.Vernon@entrust.com