Customer Support Engineer - Onfido Solutions

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Engineer - Onfido Solutions in India.

This role sits at the core of a global identity verification support function, helping customers safely onboard users through AI-powered identity and biometric solutions. You will be responsible for ensuring smooth product usage by investigating technical issues, guiding customers through solutions, and maintaining high levels of service reliability. The environment is fast-paced, technical, and highly collaborative, working closely with support engineers, product managers, and software teams across regions. You will play a key role in improving customer experience by identifying recurring issues and contributing to long-term product enhancements. This position combines hands-on troubleshooting, customer empathy, and analytical thinking in a 24/7 global support setup. It is ideal for professionals who enjoy solving complex technical problems while directly impacting customer trust and satisfaction.

• Provide advanced technical support for identity verification and onboarding solutions, ensuring timely resolution of customer issues across a global 24/7 support environment.
• Investigate, debug, and reproduce complex product issues by analyzing logs, APIs, SDK behavior, and system interactions.
• Collaborate closely with product managers, engineers, and support teams to identify root causes and contribute to long-term fixes.
• Act as a key customer advocate by communicating clearly, managing expectations, and ensuring a strong customer experience throughout issue resolution.
• Contribute to product improvement by identifying recurring issues, sharing customer insights, and supporting roadmap discussions.
• Develop and maintain internal documentation, knowledge base articles, and troubleshooting guides.
• Build or enhance internal tools and scripts to automate repetitive support tasks and improve operational efficiency.

Requirements:

• Minimum 2 years of experience in a Technical Support Engineer or software/customer support role.
• Strong understanding of APIs, SDKs, and web application architectures.
• Hands-on experience with at least one programming language (Python, Ruby, or JavaScript preferred).
• Good knowledge of SQL and ability to perform data and log analysis for troubleshooting.
• Strong analytical thinking, problem-solving skills, and ability to work independently under pressure.
• Excellent communication skills in English, with the ability to interact with technical and non-technical stakeholders.
• Experience writing technical documentation for knowledge bases or support portals.
• Strong sense of ownership, urgency, and ability to prioritize multiple issues in a fast-paced environment.
• Willingness to work in a 24/7 support model, including occasional public holidays.
• Degree in Computer Science, Engineering, or a related field is preferred.

Benefits:

• Flexible working arrangements supporting remote and hybrid work options.
• Career development opportunities within a global, technology-driven organization.
• Exposure to cutting-edge AI, biometrics, and identity verification technologies.
• Collaborative international work environment with cross-functional teams.
• Learning-focused culture with opportunities to grow technical and product expertise.
• Inclusive workplace culture that values diversity, equity, and belonging.
• Opportunity to work on high-impact systems used for secure global identity verification.