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Provides technical support, configuration, troubleshooting, and issue analysis for Sumsub’s B2B clients. Investigates web, mobile, API, and data-related problems using HTTP, REST APIs, browser tools, and SQL. Collaborates with engineers and internal teams on technical action plans and escalations while communicating with clients through chat, email, and calls.

Provide L2 technical support for Sumsub's B2B platform: troubleshoot and configure integrations, analyze technical issues, own escalations, coordinate with engineering teams, and communicate solutions to clients in English and Mandarin.

Develops onboarding programs and LMS courses for customer support employees. Creates knowledge-base articles, training materials, presentations, webinars, and workshops that simplify technical information. Identifies knowledge gaps, supports new-hire development, and maintains shared team knowledge. The role requires basic SQL and log-search skills, experience in B2B customer or technical support, and the ability to lead engaging online training sessions.

Provide technical support and troubleshooting for Sumsub's B2B platform; analyze and resolve technical issues, escalate and own cases with engineering, and communicate with clients via chat, email, and calls. Collaborate cross-functionally to answer technical questions and support integrations across web and mobile SDKs.

Lead sprint and release management for Sumsub’s Salesforce platform team. Manage backlog orchestration, capacity planning, stakeholder requirements, prioritization, delivery reporting, and release coordination. Translate business requests into clear specifications for engineers and analysts, unblock team members, communicate delivery progress, and ensure work is focused on the highest-value initiatives across sales and post-sales processes.

Develop and execute go-to-market strategies for gaming and iGaming verticals, build sales pipeline, manage full sales cycles for major accounts, and collaborate with product and marketing teams. Represent the company at conferences, educate internal teams on industry requirements, and serve as an expert on gaming regulations, licensing, compliance, fraud prevention, and regulatory onboarding.

Owns vendor contract financial review, procurement negotiations, spend analysis, renewal tracking, and cost optimization. The role identifies financial risks, negotiates improved terms, analyzes international and multi-currency spending, and recommends procurement policy and approval-flow improvements. It supports Marketing, Product, and IT teams while managing approximately 40 contracts monthly.

Analyze sales performance, pipelines, conversion rates, sales cycles, and team effectiveness. Build and maintain dashboards, investigate metric changes, support ad hoc reporting, identify funnel bottlenecks, and improve data quality and metric consistency. Collaborate with sales and unit economics teams to establish reliable definitions, data models, and actionable insights for stakeholders.

Analyze marketing performance across acquisition, events, product marketing, and website channels. Build and maintain dashboards, investigate metric changes, support ad-hoc analyses, and work with attribution models and marketing funnels. Collaborate with Sales Analytics and Unit Economics to standardize metrics, improve data quality, and strengthen analytical foundations. The role requires strong SQL, marketing analytics experience, dashboarding skills, and effective stakeholder communication.

Manage and grow customer relationships across technical, business, and product areas; train clients, introduce new features, identify opportunities and risks, provide feedback, and collaborate cross-functionally to ensure client success.