FULL TIMEYerevan, Armenia · RemotePosted 6/30/2026remote
Technical Support Engineer
By Sumsub
Overview
Sumsub is looking for a Technical Support Engineer to provide technical support, configuration assistance, and troubleshooting for B2B clients using the Sumsub platform. This role focuses on analyzing technical issues, preparing resolution plans, collaborating with engineers and internal teams, and supporting clients through chat, email, and outbound calls in a fully remote environment.
Responsibilities
- Provide technical support, configuration, and troubleshooting for issues with the Sumsub platform.
- Support B2B clients with technical questions and platform-related issues.
- Perform technical analysis of reported problems.
- Define clear plans for resolving client issues.
- Interact daily with engineers to provide technical action plans.
- Take ownership of cases that require technical escalation.
- Collaborate with internal teams to answer client technical questions.
- Act as a liaison between clients and internal Sumsub resources.
- Communicate with clients through chat, email, and outbound calls.
- Help ensure a high-quality customer support experience.
- Investigate issues across web, API, SQL, and integration-related workflows.
- Maintain a customer-first approach while handling complex technical cases.
Requirements
- Fluent English, both written and spoken, upper-intermediate level or higher.
- 1+ year of experience in technical support, preferably with SaaS, web, or mobile applications.
- L1 support experience with a strong desire to grow into more technical work is welcome.
- Good understanding of web fundamentals, including HTTP requests, HTTP status codes, REST APIs, and JSON.
- Ability to debug network requests using the browser developer console.
- Ability to read and write basic SQL queries to investigate data-related issues.
- Understanding of how requests flow through web and mobile SDK integrations.
- Ability to identify whether a problem is related to the client side, integration layer, or backend.
- Customer-first attitude with patience and strong motivation to help.
- Analytical mindset and ability to work with a large and changing flow of information.
- Hands-on experience with Postman or similar API troubleshooting tools is a plus.
- Familiarity with logging and monitoring tools such as Grafana, Kibana, or Datadog is a plus.
- Understanding of KYC, AML, identity verification, fintech, or compliance domains is a plus.
Skills
TechnicalSupportCustomerB2BSaaSTroubleshootingPlatformConfigurationWebApplicationsMobileHTTPStatusCodesRESTAPIJSONSQLBrowserDeveloperConsoleNetworkDebuggingSDKIntegrationsPostmanGrafanaKibanaDatadogKYCAMLIdentityVerificationFintechComplianceCommunicationEmailChatOutboundCallsProblemSolvingAnalyticalThinkingEnglish
Sumsub
Sumsub (short for Sum & Substance) is a global technology company providing identity verification and compliance solutions for digital businesses. The company offers an all-in-one verification platform designed to help organizations securely onboard users, prevent fraud, and meet regulatory compliance requirements.
Sumsub’s platform supports KYC (Know Your Customer), KYB (Know Your Business), AML screening, and transaction monitoring within a unified system. The company serves thousands of businesses worldwide across industries such as fintech, cryptocurrency, marketplaces, online gaming, and financial services.
By combining advanced AI technologies with compliance expertise, Sumsub helps companies streamline onboarding processes while maintaining high levels of security and regulatory compliance.
Sumsub (short for Sum & Substance) is a global technology company providing identity verification and compliance solutions for digital businesses. The company offers an all-in-one verification platform designed to help organizations securely onboard users, prevent fraud, and meet regulatory compliance requirements. Sumsub’s platform supports KYC (Know Your Customer), KYB (Know Your Business), AML screening, and transaction monitoring within a unified system. The company serves thousands of businesses worldwide across industries such as fintech, cryptocurrency, marketplaces, online gaming, and financial services. By combining advanced AI technologies with compliance expertise, Sumsub helps companies streamline onboarding processes while maintaining high levels of security and regulatory compliance.