Telesign
Telesign exists to make the digital world a more trustworthy place for everyone.
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Senior Customer Support Engineer (Remote)

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Locations: AZ, CA, CO, DC, FL, GA, IL, MD, MI, MN, NC, NJ, NV, NY, OR, PA, TN, TX, UT, VA, WA, WI
Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible.
We are looking to hire a Sr Customer Support Engineer as part of Telesign's Technical Support team. The Sr Customer Support Engineer role works with our customers as well as with our internal teams on troubleshooting issues from initial detection to resolution, and escalating issues in a timely manner when appropriate. The Technical Support Team is working cross-functionally with other Telesign teams and employs a customer-centric oriented approach to improve the quality of the service that TeleSign provides.
Key Responsibilities:
  • Identify, clarify, and resolve general and specific customer impacting problems over different customer support contact channels.
  • Provide professional, useful, and complete advice, training, and responses.
  • Learn, apply, and articulate Telesign's products, services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes.
  • Drive increased customer satisfaction by exceeding expectations.
  • Provide responsive support in line with company service levels and proper handling.
  • Maintain accurate account information and settings in proprietary systems.
  • Alerting and Communication - Internal and External.
  • Provide additional monitoring after alerted by responsible Telesign department.
  • Evaluation and feedback on operational procedures/processes to ensure efficiency and security.
  • Maintain and expand technical knowledge across Telesign products and services, tools, and processes.
  • Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization.
  • Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues.

Essential Requirements:
  • 2-3 years' experience in a mid or high-level customer facing role. Industry experience a plus.
  • Fluent in English and Spanish (preferable), excellent verbal and written.
  • Fast Learner.
  • High level of responsibility.
  • Team orientated.
  • Strong problem-solving skills and analytical skills; logical and critical thinking.
  • Strong Customer care and focus.
  • Positive attitude and results-driven motivation.
  • Ability to translate technical knowledge and concepts to non-technical people.
  • Strong ability to prioritize and multi-task in a fast-paced environment.
  • Attention to detail.
  • MS Office package - relevant knowledge.
  • Experience with customer support and escalation process over multiple channels.
  • Ability to work in different (US) times zones based on customers location.

Preferred Qualifications:
  • Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python ...
  • Familiarity with Salesforce ticketing systems (" Service cloud"), Atlassian tools (JIRA, Status Page), "Kibana", "Grafana", "Confluence"- will be treated as advantage.
  • Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

About Telesign:
Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today's unique customer challenges by bridging businesses to the complex world of global telecommunications.
Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.
Telesign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.
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Technology we use

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What are Telesign Perks + Benefits

Telesign Benefits Overview

Telesign’s is a remote friendly global company with a variety of benefits. Benefits include an entrepreneurial environment with a flexible work schedule and flexible PTO. Telesign provides its employees the chance to grow their career at the cutting edge of digital identity. It offers competitive compensation, 401K matching, mental health services, financial education, internal mobility, fully work from anywhere policy, and the ability to learn, grow in a collaborative team environment.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

An Insider's view of Telesign

How does your team reward individual success?

It’s great to be successful at Telesign! Managers are very good at recognizing achievements and inspiring you to go do more. And on the top of that - we have annual achievers’ trip for 20 top performers! Every year we travel and have fun in one of the most exotic and adventurous places in the world!

Maja

Principal Customer Success Manager

How do you collaborate with other teams in the company?

As a member of the marketing team, I create our content. One way in which we collaborate is on the putting green in the sales corner. I hold a daily standup with them and pitch ideas over a putting competition. I simultaneously help drive revenue for the company and improve my short game.

Dave

Communications & Content Marketing

How does the company support your career growth?

I started at the company 6 years ago in Sales Development. Since then, I’ve done business on 4 continents and 11 countries. I have had the opportunity to experience firsthand how digital transformation is shaping the world we live in and creating new opportunities and challenges for those that can operate in an ever-changing business landscape.

Andy

Sales & Strategic Alliances

How do you empower your team to be more creative?

Providing the freedom and space to operate, we encourage our teams to innovate constantly, using their creativity to land on new and exciting outcomes.

Tim

Chief Financial Officer

What makes someone successful on your team?

To be successful at Telesign you need to be passionate, driven, and have a great attitude. If you are motivated to learn new technologies, help refine our process or conceptualize solutions, you will fit right in. We are big advocates of diversity and inclusion and we love how different we all are here.

Ben

VP, Global Customer Operations

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