Technical Support Engineer
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This role sits at the front line of technical support for an AI-powered identity and fraud prevention platform used by hundreds of banks and fintech businesses. It suits a practical problem-solver who enjoys helping customers untangle technical issues, asking the right questions, and passing well-documented cases to senior colleagues. The team works to US Mountain Time hours, with a hybrid arrangement for remote staff. It is a good fit for someone with one to three years of customer-facing technical experience who is calm under pressure and keen to keep learning.
Responsibilities
- Respond quickly to incoming support requests and clarify what the customer needs
- Hold short calls with customers when written exchanges are slow
- Gather logs, screenshots, timestamps, configuration details and reproduction steps
- Diagnose dashboard, API and integration issues and decide when to resolve or escalate
- Write clear internal notes so senior engineers can pick up cases smoothly
- Keep support tickets accurate and up to date while meeting response targets
Requirements
- 1-3 years in technical support, customer success or a similar customer-facing technical role
- Comfortable with APIs, logs and authentication concepts
- Able to read basic JavaScript
- Excellent written and verbal communication with an empathetic manner
- Organised and steady in a busy, reactive queue
- Curious and self-directed
Open to applicants anywhere in the world.
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