Customer Support Engineer

Entrust
India
Full timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Empathy","Problem-solving","Critical thinking","Documentation","Time management","Multitasking","Collaboration","Prioritization","Customer communication"]

Support customers using the Onfido identity verification product suite as part of a 24x7x365 team. Triage requests by priority and impact, investigate and debug technical issues, and resolve them while communicating clearly and empathetically. Identify recurring issues and partner with Product and Developer teams on root causes. Improve product and processes through customer feedback, documentation, and automation via scripts and custom tools.

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FursaFursa
Entrust
Entrust
1 week ago

Customer Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Support customers using the Onfido identity verification product suite as part of a 24x7x365 team. Triage requests by priority and impact, investigate and debug technical issues, and resolve them while communicating clearly and empathetically. Identify recurring issues and partner with Product and Developer teams on root causes. Improve product and processes through customer feedback, documentation, and automation via scripts and custom tools.
Location: India
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Develop deep understanding of the Onfido product suite and how customers use it, collaborating with internal teams.
  • •Triaging and resolving customer requests with a focus on response time and customer satisfaction while communicating efficiently and empathetically.
  • •Investigate, debug, reproduce, and fix technical issues customers face.
  • •Surface customer feedback and learnings to support product roadmap discussions, maintain product documentation, and improve internal processes.
  • •Look for opportunities to automate support tasks using scripts and by developing custom tools.

Key Requirements

  • •2+ years of experience as a Technical Support Engineer in a customer service or software support role.
  • •Strong empathy and desire to help others.
  • •Pragmatic problem-solving and critical thinking, including strong analytical skills for system log analysis.
  • •Experience writing documentation for Knowledge Base and Help Centers.
  • •Fluent spoken and written English; practical experience with at least one programming language (ideally Ruby, Python, or JavaScript) and good knowledge of SQL databases.
Experience:2+ yearsAI-powered digital identityIdentity verificationCustomer supportSoftware support
Education:Bachelor's in Computer Science, Engineering or other science subject
Skills:EmpathyProblem-solvingCritical thinkingDocumentationTime managementMultitaskingCollaborationPrioritizationCustomer communication
Languages:English
Tech Stack:RubyPythonJavaScriptSQLAPIsSDKsWeb applicationsSystem log analysisScriptsCustom tools

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Entrust
Provides identity, authentication, and secure transaction solutions including public key infrastructure (PKI), digital certificates, encryption, and secure issuance for payments, mobile, and enterprise environments to protect digital identities and critical communications.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Minneapolis, United States
Founded: 1994
WebsiteLinkedIn