Technical support engineer in identity verification

Sumsub; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote-first culture

No mandatory office days

Birthday off

Personal days

Job summary

Sumsub ищет Technical Support Engineer для поддержки и настройки платформы в рамках B2B клиентов. Вы будете анализировать проблемы, формировать планы решения и работать с инженерами и другими командами для быстрого устранения вопросов клиентов.

Ожидается владение английским на высоком уровне, опыт SaaS/веб-или мобильных приложений и уверенное знание REST API, JSON, SQL. Условия удалённой работы и гибкий график, ориентированные на глобальную команду.

Qualifications

• Свободное владение английским языком (устно и письменно).
• 1+ год опыта технической поддержки, предпочтительно SaaS/web/mobile.
• Уверенное владение веб-основами: HTTP-запросы/коды статуса, REST API, JSON, отладка сетевых запросов в консоли браузера.
• Умение читать и писать простые SQL-запросы для анализа данных.
• Понимание потоков запросов через веб/мобильные интеграции SDK от клиента до бэкенда.
• Настрой клиента на помощь, дружелюбие и ориентация на клиента.

Responsibilities

• Осуществление технической поддержки, настройка и устранение проблем в платформе Sumsub для B2B клиентов.
• Проведение технического анализа проблем и разработка планов их решения.
• Ежедневное взаимодействие с инженерами для разработки технических планов или эскалации.
• Сотрудничество с другими командами для ответов на технические вопросы клиентов.
• Коммуникация с клиентами через чат, email и звонки.

Skills

English fluency

1+ year experience

Web fundamentals

SQL basics

SDK/API understanding

Customer-focused

Analytical mindset

Tools

Postman

Grafana

Kibana

Datadog

Job description

Описание: Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets. Now we are looking for a Technical Support Engineer to join our team!

Задачи

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.

Требования

• Fluent in English (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.

Будет плюсом

• 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

Условия

• 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.