Director, Technical Support at Socure (Remote)

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Founded in 2012, Socure is the leader in high-assurance digital identity verification technology.  Named to Forbes’ 2019 AI 50 list as one of America’s most promising AI companies, and a recent winner of API World’s Best Data API, Socure’s technology applies artificial intelligence and machine learning techniques with trusted online/offline data intelligence from email, address, phone, IP, social media and the broader Internet to verify identities in real-time. Customers include three of the top five U.S. banks, seven of the top 10 U.S. card issuers, as well as the majority of leading digital banks, lenders and insurers across the U.S. We are funded by some of the world's best investors and entrepreneurs including Citi Ventures, Wells Fargo Strategic Capital, Synchrony Financial, Scale Venture Partners, Commerce Ventures, Work-Bench, Santander InnoVentures and Two Sigma Ventures.

The only way we can further our mission of becoming the single, trusted source of identity verification and eliminating identity fraud is by building the best team on the planet. This is where you come in! 

Reporting to the Vice President of Client Operations Craig Wilke, the Director, Technical Support will be a key member of Socure’s Growth team. In this role as a player-coach, you will be responsible for managing the global support team to provide world-class customer service to clients and internal groups. Additionally, you will have a critical role in handling escalations and building tools and processes to streamline the support function. 

What You'll Do: 
  • Manage the daily activities of team members ensuring 24/7/365 continuous coverage 
  • Coaching and mentoring team members; identify opportunities to train and upskill 
  • Lead team to create, setup, and maintain monitoring scripts and reports to support implementation and customer support activities
  • Support a single point of contact on your team for escalations during incidents, and to coordinate communication and output until resolved
  • Accountable for ensuring delivery against SLAs and ad hoc reporting requests
  • Oversee a team of Developer Support Engineers that will provide first line engineering support for Mobile Native iOS and Android and Mobile Web SDKs
  • Manage point person who coordinates creation and release of root-cause analyses (RCA's as needed)
  • Create and maintain relationships with other teams in the Socure organization to discuss and support issues and projects spanning multiple areas
  • Provide timely reports and updates on Technical Support activities to stakeholders: help desk tickets, incidents, etc.
What You'll Bring:
  • BS/BA in business administration, engineering, math, economics, statistics, computer science or other relevant field is preferred
  • 7+ years experience in a technical support role with at least 3 years in management including responsibility for root cause analysis and coordinating incident response
  • Experience supporting SaaS implementations, application development integrations, and SaaS architectures
  • Experience working with APIs and API integration with various programming languages
  • Experience with SDKs, developer frameworks, mobile device and web application development
  • Experience building tools to support implementation and account management service teams
  • A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances
Preferred Qualifications:
  • Industry: Prior experience with financial services, sponsor banks and financial regulations 
  • Technologies: Java/Scala, Cloud Data Warehouses, SQL, rStudio, R, JavaScript, React, Swift, and other Web, Mobile, and Data Science technologies
  • Domain: Prior experience with identity fraud, KYC, consumer watchlists, and DocV technologies 
  • Experience supporting machine learning based product offering is a plus
Perks & Benefits: 
  • Competitive base salary
  • Equity - every employee is a stakeholder in our upside
  • Medical, dental and vision benefits for employees and their dependents 
  • Parental leave and fertility support
  • Flexible PTO
  • 401K with company match
  • Stipend to supply your home office
  • Annual professional development stipend 
A Message on COVID-19:
Socure's number one priority is to safeguard the health and well-being of our team members, our families and our communities. During this unprecedented time, we are closely monitoring COVID-19 developments and updating our response plan quarterly. We are regularly soliciting feedback from our employees to help inform our return-to-office strategy. For our team members who loved going into the office, we are looking forward to meeting once again! But until then, we are striving to ensure that Socureans have the resources and support they need to excel from home. This includes a work-from-home stipend so you can build your home office and fun, virtual events so you can continue to feel connected to your coworkers.
More Information on Socure
Socure operates in the Analytics industry. The company is located in New York, NY. Socure was founded in 2012. It has 386 total employees. To see all 29 open jobs at Socure, click here.
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