Customer Support Engineer L2

AuthenticID; Seattle (WA); Remote; USD 80,000 - 110,000; Full time

Job summary

AuthenticID is seeking a Customer Support Engineer L2 to enhance customer satisfaction by effectively resolving issues and communicating technical information. The ideal candidate should have experience in SaaS environments, strong problem-solving skills, and familiarity with Python and SQL. This role is crucial for maintaining trust and quality service for AuthenticID's enterprise customers.

Benefits

Generous Flexible time-off policy

401k, Medical, Dental & Vision Insurance, and Life

Pawternity - 1 day paid leave for the adoption of a new pet

Competitive salary, bonus plans, and option grants

Qualifications

• At least 2 years of customer service experience in a SaaS or IT-based organization.
• Familiarity with Python and SQL is required.
• Knowledge of AuthenticID products.

Responsibilities

• Translate technical information into clear explanations for a variety of users.
• Seek opportunities to improve customer satisfaction, simplify processes.
• Create reports and analyze data to enhance customer service.

Skills

Communication

Critical Thinking

Customer Experience

Problem Solving

Education

BA or BS in Computer Science or similar

Tools

Excel

Google Sheets

JIRA

Python

SQL

Job description

Join to apply for the Customer Support Engineer L2 role at AuthenticID

Join to apply for the Customer Support Engineer L2 role at AuthenticID

Get AI-powered advice on this job and more exclusive features.

This range is provided by AuthenticID. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $110,000.00/yr

Remote Greater Seattle Area

About the Company

AuthenticID is solving one of the biggest business issues in the world today: Fraud. Fraud losses are skyrocketing for companies as sophisticated actors are leveraging artificial intelligence to create world-class fake or synthetic identities to defraud banks, wireless carriers, governments, and every other enterprise on the planet. AuthenticID uses game-changing, proprietary machine-learning algorithms to ensure people are who they say they are, thereby preventing fraud and saving our customers millions of dollars a year. Our products combine biometric and computer vision technology to provide very fast determinations of whose identity is real and whose is not over the web and in mobile applications. AuthenticID is headquartered in Kirkland, WA, and serves enterprise clients across diverse industries, including Telecom, FinTech, Healthcare, Banking, Gaming, and Government. Many of our clients are Fortune 500 household names with billions of dollars in revenue.

About the Role

Reporting to the VP of Customer Support, Support Engineers create the foundation of trust for AuthenticID’s customers. Our ability to respond to customer needs, provide exceptional customer service, and take action to resolve issues – both big and small – are paramount to AuthenticID’s continued success.

Responsibilities

• Communication: you are adept at translating technical information into clear explanations for a variety of users.
• Critical Thinking: you relentlessly seek out opportunities to improve customer satisfaction, simplify processes, and boost team collaboration. You leave situations better than you found them.
• Customer Experience: at least 2 years of customer service experience in a SaaS or IT-based organization. Startup and/or cybersecurity (identity) experience is desired.
• Spreadsheets: Comfortable with Excel and Google Sheets. Intermediate experience with Formulas, Pivot Tables, VLOOKUPs, Conditional Formatting, and Data Validation.
• Word Processing: Experience with formatting and professional presentation of Word documents and emails.
• Case Management: Preferably with JIRA. Experience with triage and proper issue routing and categorization. Experience writing Knowledge Base articles for external users.

Qualifications

What You Bring

• Knowledge of AuthenticID products
• Technical Experience Desired:
• Familiarity with:
• Any 3GL programming language
• Python and SQL is required.
• Jupyter notebooks is desired
• Snowflake
• Grafana for monitoring and diagnosis is desired.
• DiffMerge is desired.
• DiffGram is desired.
• AWS experience is desired.

Required Skills

• BA or BS in Computer Science or similar (graduate degree preferred)
• Enterprise B2B2C experience in a data analytics or consulting role preferred
• Communication ninja adept at translating complex technical matters into simple actionable directives
• Critical thinking, exceptional teaching, and problem-solving guru
• Research and understand MLOps standards and processes
• Formulate and evaluate alternative solutions and/or recommendations to achieve departmental goals
• Collect and analyze data, create reports, review and explain trends
• Mission-oriented individual passionate about making a difference and building something greater than yourself
• You thrive in rapidly changing environments with no issue rolling up your sleeves to get the job done
• Background check required

Preferred Skills

• Give you the newest MacBook Pro or Dell with accessories
• Competitive salary, bonus plans, and option grants
• Generous Flexible time-off policy
• 401k, Medical, Dental & Vision Insurance, and Life
• Pawternity- 1 day paid leave for the adoption of a new pet
• Parental Leave - must be employed 6 months to receive.

Pay range and compensation package

AuthenticID’s salary range for this position is $80,000 -$110,000 per year. Our salary ranges are determined by role, level, and location. Pursuant to the Washington Equal Pay Act, Colorado Fair Pay Act and the New York City Pay Transparency Law, the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of AuthenticID's total compensation package for employees. Your total rewards package at AuthenticID will include medical, dental and vision coverage, unlimited PTO, flexible work environment, and many other corporate initiatives centered around employee experience.

Equal Opportunity Statement

AuthenticID is an equal-opportunity employer, and we welcome applicants from all backgrounds. If you're passionate about consumer identity privacy and a team player who wants to join a growing diverse and dynamic team, we look forward to hearing from you!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Engineering

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at AuthenticID by 2x

Sign in to set job alerts for “Customer Support Engineer” roles.

Washington, United States $120,000.00-$175,000.00 1 day ago

Senior Customer Success Engineer - Pacific Mountain

Bellevue, WA $120,000.00-$130,000.00 6 days ago

Bellevue, WA $120,000.00-$150,000.00 1 week ago

Associate Technical Account Manager, West

Global Support Engineer II - Surgical Robotics

Bellevue, WA $120,000.00-$150,000.00 1 week ago

Seattle, WA $75,000.00-$160,000.00 1 week ago

Seattle, WA $85,000.00-$95,000.00 1 day ago

Seattle, WA $77,000.00-$143,000.00 5 days ago

Redmond, WA $153,000.00-$170,000.00 1 day ago

Seattle, WA $200,000.00-$300,000.00 1 week ago

Seattle, WA $99,840.00-$124,800.00 1 day ago

Seattle, WA $100,000.00-$123,000.00 4 days ago

Seattle, WA $125,000.00-$140,000.00 1 week ago

REMOTE AI Systems Engineer - High-Performance Computing

Seattle, WA $175,000.00-$300,000.00 2 weeks ago

Seattle, WA $132,960.00-$166,200.00 1 day ago

Seattle, WA $100,000.00-$215,000.00 1 week ago

Seattle, WA $175,000.00-$300,000.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.