Customer Support Engineer - Onfido Solutions

Join Us At Entrust

At Entrust, we're shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It's the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

You'll be joining the team leading Entrust's Identity portfolio, including the solutions formerly Onfido (AI-powered digital identity solution). With the completed acquisition, Entrust now provides the industry's most comprehensive portfolio of AI-powered, identity-centric security solutions.

Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding. By assessing government-issued IDs and facial biometrics with innovative dashboards and fraud signals, we provide companies with the assurance they need to operate securely while allowing people to access services quickly and safely.

About The Opportunity

Our Customer Support Engineers have a deep understanding of our products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction.

Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes. The perfect candidate enjoys making customers happy and has a keen eye for investigation and detail.

This role is part of a global team that provides 24x7x365 support to our customers. Coverage for customer support may require work on some public holidays.

Candidate must be willing to work in US shift starting at 6:30pm IST.

Responsibilities:

• Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. Show confidence when demonstrating solutions.
• Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. All-encompassing approach to customer support, adapting your language to fit the audience.
• Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.
• Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help maintain accurate product documentation and will constantly try to improve internal processes.
• Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.

Qualifications:

• A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role
• Empathy, and desire to help others.
• Pragmatic problem-solving and critical thinking skills.
• Diligence, patience and friendliness under time pressure.
• Time management and the ability to multitask.
• Willingness and ability to work on some public holidays as required to provide customer support.
• Strong analytical skills, familiar with system log analysis.
• Experience writing documentation for Knowledge Base and Help Centers.
• Can work independently and make decisions even when limited details are available.
• Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.
• Sense of urgency, ability to prioritize tasks based on business priorities.
• Experience of managing customer expectations and delivering results against tight deadlines.
• Fluent spoken and written English.
• Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.
• Good knowledge of SQL databases.
• Knowledge of APIs, SDKs, and web applications and how they work.
• Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country

Preferred Qualifications:

• BSc/MSc in Computer Science, Engineering or other science subject.
• Familiarity with an Agile environment.

At Entrust, we don't just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you're a budding developer or a seasoned expert, we're invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you're remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn't stop there. At Entrust, we're passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we're creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

If you're excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let's build a more secure world—together.

Apply today!