Customer Support Engineer - Onfido Solutions

In this role, you will act as a technical bridge between customers and engineering teams, ensuring timely resolution of complex product issues while continuously improving the customer experience.

• Develop deep expertise in AI-driven identity verification and biometrics solutions within the Onfido product suite powered by Entrust


• Investigate, troubleshoot, and resolve customer technical issues involving APIs, SDKs, web applications, and system logs


• Assess incoming support requests, prioritize based on impact, and define resolution strategies


• Collaborate with engineering, product, and support teams to debug, reproduce, and fix technical incidents


• Communicate clearly and empathetically with customers across technical and non-technical audiences


• Identify recurring issues and trends, and contribute insights to improve product stability and roadmap decisions


• Support automation efforts by building scripts and internal tools to enhance support efficiency


• Maintain and improve knowledge base articles, documentation, and internal troubleshooting guides


• Participate in a 24x7 global support rotation, including holidays and US shift coverage

Requirements

This position requires strong technical troubleshooting skills, customer empathy, and the ability to work independently in a high-pressure, fast-moving support environment.

• Minimum 2 years of experience in technical support, software support, or customer-facing engineering roles


• Strong understanding of APIs, SDKs, web applications, and system architecture basics


• Hands-on experience with at least one programming language such as Python, Ruby, or JavaScript


• Solid knowledge of SQL databases and ability to analyze system logs effectively


• Strong problem-solving, analytical thinking, and debugging skills


• Excellent communication skills with fluency in spoken and written English


• Ability to prioritize tasks, manage multiple issues, and work under tight deadlines


• Customer-first mindset with empathy, patience, and strong stakeholder management skills


• Experience writing technical documentation or knowledge base content


• Ability to work independently and make decisions with limited information


• Willingness to work US shift hours (starting 6:30pm IST) and some public holidays


• Nice to have: Bachelor’s/Master’s degree in Computer Science, Engineering, or related field


• Nice to have: Familiarity with Agile environments and workflows

Benefits

• Competitive compensation package aligned with experience


• Flexible working arrangements depending on role and team structure


• Opportunity to work in a global 24/7 support environment with international exposure


• Career development and learning opportunities in AI-driven identity technologies


• Collaborative, inclusive, and knowledge-sharing work culture


• Exposure to cutting-edge identity verification and fraud prevention systems


• Structured onboarding and continuous technical training


• Opportunity to contribute directly to product improvements and customer experience