Senior Customer Escalation Engineer (Remote)

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Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX. 

Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido. 

Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.

The Opportunity

Our Senior Customer Escalation Engineers have a deep understanding of Onfido's 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.

Onfido is expanding our support team to improve our 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.

You will be responsible for managing Mission Critical Customer Escalations to ensure customer satisfaction by delivering timely resolution and mitigating business-impacting problems. You will work closely with cross-functional teams to address and manage assigned escalations. The escalation management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management).

This is truly a cross-functional management role, requiring you to work effectively with customers, customer success team, customer support team, product, engineering, and sales. You will define and improve Escalation management processes, keep Executive Management abreast of critical customer issues via regular executive communications. Conduct internal Post Mortems with actionable plans to increase awareness of common issues, improve product and service quality and engage in a proactive effort to mitigate potential customer issues.

The perfect candidate enjoys solving complex issues, making customers happy, and has a keen eye for investigation and detail.

You will achieve this through:

  • Product understanding - Develop a deep understanding of the Onfido’s product suite and how it’s used by our customers. You will learn it hands-on from other Support Engineers and by working with Product Managers, Software Engineers, and mentors.
  • Customer Usage and Metrics - You will familiarise yourself with key usage metrics and have a deeper understanding of how customers use Onfido. Develop a sound understanding of healthy range for various key metrics.
  • Customer support - Partner with our customers as they onboard, integrate and use our API, SDKs and Dashboard. Every customer has a different need, and you will get the chance to suggest better ways of achieving a goal.
  • Problem solving - Investigate, debug, reproduce and fix any issues customers are facing when using our services. You will check logs and documentation, read and write code, and discuss it with team members.
  • 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.

We’re looking for a Senior Customer Escalation Engineer who can display the below skills & experience throughout our interview process:

  • Technical experience with customer support, providing and receiving it
  • Experience managing and resolving escalated mission-critical issues
  • Empathy, and the desire of helping others
  • Pragmatic problem-solving skills
  • Diligence, patience and friendliness under time pressure
  • Sense of urgency
  • Strong analytical skills, familiar with system log analysis
  • Used to writing documentation for Knowledge Bases and Help Centres
  • Fluent spoken and written English
  • Practical experience with at least one programming language: ideally Ruby, Python or JavaScript
  • SQL, preferably in PostgreSQL
  • Knowledge of APIs, SDKs, and web applications and how they work.

Desirable requirements:

  • BSc/MSc in Computer Science, Engineering or other science subject
  • Experience with Postman, Datadog, Splunk, Zendesk, Jira, Salesforce Cloud Service
  • Familiarity with an Agile environment
  • Experience providing premium support.

#LI-CV1

Onfido Culture

Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better

Onfido Balance

Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.

Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.

Check out Life at Onfido via our LinkedIn Careers Page!

Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.

More Information on OnFido
OnFido operates in the Artificial Intelligence industry. The company is located in San Francisco, CA and New York, NY. OnFido was founded in 2012. It has 503 total employees. It offers perks and benefits such as Mental Health Benefits, Employee Stock Purchase Plan, Flexible Work Schedule, Remote Work Program, Family Medical Leave and Paid Holidays. To see all 44 open jobs at OnFido, click here.
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