About the roleThe Technical Support Engineer is a customer-focused problem solver responsible for delivering timely, effective technical solutions and outstanding service. Reporting to the Manager of Technical Support, you will take full ownership of customer issues from initial triage through resolution, collaborating with cross-functional teams to ensure a seamless support experience. This role requires strong technical expertise, excellent communication skills, a commitment to continuous improvement and operational excellence, and fluency with AI-powered tools and workflows that are transforming modern technical support.
What you'll do- Drive customer satisfaction by understanding customer needs and providing responsive service to reported problems, including account access, API integrations, code defects, log analysis, and first-line engineering support for Mobile Native iOS/Android and Mobile Web SDKs.
- Take end-to-end ownership of reported problems, including initial troubleshooting, root cause identification, and issue resolution.
- Communicate status updates to customers via phone and/or email within required Service Level Agreements (SLAs).
- Collaborate closely with Engineering, Infrastructure, and Data Science teams to resolve escalated customer issues.
- Leverage logs and monitoring tools to troubleshoot and proactively identify problems.
- Create, set up, and maintain monitoring scripts and reports to support implementation and customer support activities.
- Serve as a customer advocate and coordinate communication during critical incidents.
- Create and maintain process or troubleshooting documentation in the Technical Support knowledge base.
- Participate in team meetings, knowledge sharing, and process improvement initiatives.
- Model Socure's embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change.
AI-Native Responsibilities- Use AI-assisted tools (e.g., LLM-powered log analysis, AI co-pilots, automated RCA generation) to accelerate triage, root cause identification, and resolution documentation.
- Evaluate, prompt-engineer, and iterate on AI tools to improve support quality and reduce MTTR; provide feedback to internal AI tooling teams.
- Identify opportunities to automate repetitive support workflows using AI agents, scripts, or low-code/no-code automation platforms.
What you bring- Bachelor's degree.
- 3+ years of experience in a technical support role in a SaaS environment.
- U.S. Citizenship is required to support federal government customers.
- Comfortable working Monday-Friday, 9:00am-6:00pm EST, with availability for weekend and holiday on-call coverage on a rotating basis.
- Experience supporting APIs and API integrations.
- Strong SQL skills with ability to query, analyze and troubleshoot data related issues.
- Excellent communication skills and a strong sense of customer empathy.
- Self-starter approach with the ability to adapt and thrive in rapidly changing circumstances.
AI-Native Requirements- Demonstrated experience using AI tools (ChatGPT, Claude, Copilot, or similar) in a professional support or engineering context.
- Ability to write and iterate on prompts for LLMs to generate RCAs, draft customer communications, or analyze logs.
- Familiarity with AI/ML concepts sufficient to understand and explain Socure's model-driven identity products to customers.
- Experience with or appetite to learn AI-assisted scripting and automation tools (e.g., GitHub Copilot, Cursor, AI-powered observability).
Preferred: Experience in financial services, sponsor banks, financial regulations, identity fraud, KYC, consumer watchlists, DocV technologies, or supporting machine learning-based product offerings. Experience working with AI/ML explainability tools, model monitoring, or data drift detection preferred.
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