Socure · 2 days ago

Technical Support Engineer

United States

Full-time

Remote

Mid Level

$72K/yr - $85K/yr

3+ years exp

Maximize your interview chances

Artificial Intelligence (AI)Cyber Security

Insider Connection @Socure

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Drive customer satisfaction through understanding customer needs

Provide responsive service to reported problems, including, but not limited to, account access, API integrations, code defects, log analysis.

Take end-to-end ownership of reported problems, including initial troubleshooting, identification of root cause, and issue resolution

Communicate status updates to customers via phone and/or email within the required Service Level Agreements

Work closely with Engineering, Infrastructure, and Data Science teams to resolve any customer issues that require escalation

Leverage logs and monitoring tools to troubleshoot as well as proactively identify problems

Create, setup, and maintain monitoring scripts and reports to support implementation and customer support activities

Serve as customer advocate and coordinate customer communication during critical incidents

Create process or troubleshooting documentation in Technical Support knowledge base

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical supportSaaS environmentAPI supportSQL queriesFinancial services experienceIdentity fraud experienceMachine learning support