Customer Support Engineer - Onfido Solutions

Entrust Datacard; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading security solutions provider in the United Kingdom is seeking a Customer Support Engineer to enhance customer satisfaction with the Onfido product suite. The ideal candidate has over 2 years of experience in technical support, excellent problem-solving skills, and knowledge of programming and databases. This role may require work on public holidays and offers a comprehensive benefits package including annual leave and private medical insurance.

Benefits

25 days annual leave plus birthday off

Paid volunteering days

Private Medical Insurance

Generous parental leave

Life enrichment allowance

Learning opportunities

Workstation setup allowance

Qualifications

• Minimum 2 years as a Technical Support Engineer.
• Empathy and a desire to help others.
• Strong analytical skills with experience writing documentation.

Responsibilities

• Develop knowledge of the Onfido product suite.
• Support team in investigating and resolving technical issues.
• Surface customer feedback to improve products.

Skills

Technical Support

Problem-solving

Analytical skills

Communication

Time management

Programming (Ruby, Python, JavaScript)

SQL databases

Education

BSc/MSc in Computer Science or related field

Job description

Overview

Join us at Entrust

At Entrust, we’re shaping the future of identity-centric security solutions. From our comprehensive portfolio to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. Our people are the secret weapon—curiosity, dedication, and innovation drive our success.

About the Team

You’ll be joining the team leading Entrust's Identity portfolio, including the Onfido product suite. With the completed acquisition, Entrust provides the industry’s most comprehensive portfolio of AI-powered, identity-centric security solutions. Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote onboarding and quick access to services.

About the Opportunity

Our Customer Support Engineers have a deep understanding of our products and services and assess priority, impact, and strategy to resolve requests. They communicate efficiently and empathetically with customers, capturing required details for timely resolution and focusing on response time and customer satisfaction.

Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience. You will identify recurrent issues and trends, partnering with Product and Developer teams to address root causes. The ideal candidate enjoys helping customers and has strong investigation and attention to detail. This role is part of a global team that provides 24x7x365 support; coverage may require work on some public holidays.

Responsibilities

• Product understanding: Develop deep knowledge of the Onfido product suite and how it’s used by customers; collaborate with support engineers, product managers, software engineers, and mentors; demonstrate solutions with confidence.
• Customer experience mindset: Focus on the customer journey and adapt communication to the audience at each onboarding stage.
• Problem solving: Support the team as they investigate, debug, reproduce, and resolve technical issues.
• Product improvement: Surface customer feedback to Product Managers to help define roadmaps; maintain product documentation and improve internal processes.
• Tooling: Seek opportunities to automate tasks via scripts and custom tools.

Qualifications

Basic Qualifications

• A minimum of 2 years as a Technical Support Engineer in a customer service or software support role.
• Empathy and a desire to help others.
• Pragmatic problem-solving and critical thinking.
• Diligence, patience, and friendliness under time pressure.
• Time management and the ability to multitask.
• Willingness and ability to work on some public holidays as required.
• Strong analytical skills; familiar with system log analysis.
• Experience writing Knowledge Base and Help Center documentation.
• Ability to work independently and make decisions with limited details.
• Ability to collaborate with team members to address customer inquiries.
• Sense of urgency and ability to prioritize tasks by business priorities.
• Experience managing customer expectations and delivering results under tight deadlines.
• Fluent spoken and written English.
• Practical experience with at least one programming language (Ruby, Python, or JavaScript).
• Good knowledge of SQL databases.
• Knowledge of APIs, SDKs, and how web applications work.
• Must be able to lawfully work in the country of employment and have unrestricted work authorization.

Preferred Qualifications

• BSc/MSc in Computer Science, Engineering, or related field.
• Familiarity with an Agile environment.

Benefits

• 25 days of annual leave plus a day off for your birthday.
• Two paid volunteering days per year.
• Private Medical Insurance with Care Health.
• Life Assurance (3x annual base salary).
• Generous paid parental leave.
• Life enrichment allowance up to ₹8000 per month for fitness, childcare, and wellbeing services.
• Learning opportunities with tools like LinkedIn Learning and access to resources such as books, coaches, conferences, courses, podcasts, etc.
• Open and transparent culture with a weekly global roundup, quarterly team socials, and other events.
• Expense allowance up to £300 (or local equivalent) for workstation setup.
• Opportunity to join Onfido’s resource groups and learn new skills.

Culture and Impact

Entrust believes in securing identities and valuing all identities. Our culture emphasizes diversity, inclusion, and respect, with unconscious bias training for leaders and global affinity groups for connection.

Ready to Make an Impact?

If you’re excited by innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Apply today!

For more information, visit www.entrust.com and www.onfido.com. Follow us on LinkedIn, Facebook, Instagram, and YouTube.

Entrust is an EEO/AA/Veteran/People with Disabilities employer.