Customer Support Engineer - Onfido Solutions

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.

• 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 [email protected].

Recruiter:

Neha Rathore

[email protected]