Technical Support Engineer

Sumsub; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Remote-first culture

Personal days

Global team

Office options

Job summary

Sumsub seeks a technically adept Support Engineer to assist B2B clients with the Sumsub platform. You will handle configuration, troubleshooting, and issue analysis, coordinating with engineers to drive resolutions.

Ideal candidates have 1+ year in SaaS support, familiarity with REST APIs, JSON, SQL, and debugging tools. A customer-first mindset and remote-friendly culture are key, with global collaboration across time zones.

Qualifications

• Fluent in English and Spanish (oral and written).
• 1+ year in technical support for SaaS/web/mobile apps.
• Knowledge of HTTP, REST APIs, JSON, and browser debugging.
• Able to read/write basic SQL queries for data investigation.
• Understanding of how web/mobile SDKs flow from client to backend.

Responsibilities

• Provide technical support, configuration, and troubleshooting for Sumsub platform for B2B clients.
• Perform technical analysis of issues and define plans to resolve them.
• Collaborate with engineers and escalate where needed; act as client liaison.
• Communicate with clients via chat, email, and outbound calls.

Skills

Bilingual EN/ES

Technical support

REST APIs

SQL queries

Web debugging

Postman usage

Logging tools

KYC/AML knowledge

Tools

Postman

Grafana

Kibana

Datadog

Job description

What You Will Be Doing:

• Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for our B2B clients.
• Performing a technical analysis of reported problems and define plans for resolving them.
• Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
• Collaborating closely with other teams to answer clients’ technical questions, acting as a liaison between the client and internal Sumsub resources.
• Communicating with clients using chat, email, and outbound calls.

About You:

• Fluent in English & Spanish (both oral and written, upper-intermediate as a minimum).
• 1+ year of experience in technical support, preferably for SaaS, web, or mobile applications. (L1 experience and a clear drive to grow into more technical work is welcome.)
• Confident with web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console.
• Able to read and write basic SQL queries to investigate data-related issues.
• Understanding of how requests flow through web and mobile SDK integrations, from the client through to the backend - enough to narrow a problem down to the right layer.
• A genuine, customer-first attitude: friendly, patient, and sincerely motivated to help.
• Analytical mindset and the ability to stay oriented in a large, constantly changing flow of information.
• Would be considered a plus: Hands-on experience with Postman or similar tools for API troubleshooting.
• Familiarity with logging and monitoring tools (e.g. Grafana, Kibana, Datadog).
• Understanding of KYC/AML, identity verification, or fintech/compliance domains.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.
• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.
• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.
• Compensation. We offer fair and transparent pay, benchmarked to the market.
• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.
• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.
• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.
• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.
• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation.

Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives.

Hiring stages: TA screening -> Hiring Manager Interview

We believe in fair and transparent compensation. Salaries vary depending on work location and applicable local market conditions. This role is open to candidates in multiple countries, and compensation differs based on the candidate’s confirmed work location. For this reason, a single universal salary range is not included in this job posting. The applicable work location will be confirmed early in the recruitment process, and the relevant compensation information for that location will be shared in writing, in line with local requirements.