Frontline AI Identity Support Engineer

IllTip; Portugal; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work arrangement

US Mountain Time hours

Job summary

IllTip is seeking a capable technical support specialist to join our AI-powered identity and fraud prevention platform team. The role involves quickly resolving customer issues, gathering diagnostics, and escalating when needed, with a focus on clear communication and empathy.

The ideal candidate has 1–3 years in a customer-facing technical role, is comfortable with APIs, logs, and basic JavaScript, and remains organized under a reactive queue.

Qualifications

• 1–3 years in technical support, customer success or a similar customer-facing technical role.
• Excellent written and verbal communication with an empathetic manner.
• Comfortable with APIs, logs and authentication concepts.
• Able to read basic JavaScript.

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.

Skills

APIs

Logs

JavaScript basics

Customer empathy

Organised

Curious

Tools

Authentication concepts

Job description

IllTip is seeking a capable technical support specialist to join our AI-powered identity and fraud prevention platform team. The role involves quickly resolving customer issues, gathering diagnostics, and escalating when needed, with a focus on clear communication and empathy.

The ideal candidate has 1–3 years in a customer-facing technical role, is comfortable with APIs, logs, and basic JavaScript, and remains organized under a reactive queue.