Customer Support Engineer

Overview

Customer Support Engineer for Entrust’s Onfido-focused support team, handling customer requests and driving efficient resolutions.

What you'll do

• Assess incoming support requests for priority, impact, and resolution strategy.
• Communicate efficiently and empathetically to capture required details for timely resolution.
• Investigate, debug, reproduce, and fix technical issues reported by customers.
• Identify recurrent issues and trends and partner with Product and Developer teams on root causes.
• Surface customer feedback to help define product roadmap inputs.
• Automate support tasks using scripts and custom tooling.

What you'll need

• Minimum 2 years of experience as a Technical Support Engineer in a customer service or software support role.
• Strong analytical skills including familiarity with system log analysis.
• Experience writing documentation for Knowledge Base and Help Centers.
• Practical experience with at least one programming language (Ruby, Python, or JavaScript preferred).
• Good knowledge of SQL databases.
• Knowledge of APIs, SDKs, and web applications and how they work.
• Fluent spoken and written English.

Details

• Part of a global team providing 24x7x365 support.
• Coverage may require working on some public holidays.