Technical Support Engineer

Նկարագրություն

Պարտականություններ

• 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.

Պահանջներ

• 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.

Հմտություններ

Sumsub