Predictive analytics and machine learning power Socure’s groundbreaking technology and fuel our mission to verify 100% of good identities in real time and completely eliminate identity fraud on the internet. Socure is the world leader in digital identity verification and fraud prevention. Our recent awards include Forbes 2022 America’s Best Startup Employers, The Forbes Cloud 100, The Deloitte Technology Fast 500, and Inc. 5000’s fastest growing companies. Listen to why some of the world’s top technology investors see the enormous, transformative potential in Socure’s mission and products: (If the video doesn’t load, you can also find it here: https://www.youtube.com/watch?v=ifM9_jPQCv8) What the role is: Our Technical Support team is growing, and we're targeting a Technical Support Engineer who is an expert at solving customer problems. In this role reporting to the Director of Technical Support, you’ll be a vital component in ensuring world-class support for our rapidly growing customer base. You’ll take full ownership and provide responsive service to problems reported by customers from initial triage until resolution, and will interface with other Socure teams along the way. This role is remote within the US. What you'll do: Drive customer satisfaction through understanding customer needs Provide responsive service to reported problems, including, but not limited to, account access, API integrations, code defects, log analysis. Take end-to-end ownership of reported problems, including initial troubleshooting, identification of root cause, and issue resolution Communicate status updates to customers via phone and/or email within the required Service Level Agreements Work closely with Engineering, Infrastructure, and Data Science teams to resolve any customer issues that require escalation Leverage logs and monitoring tools to troubleshoot as well as proactively identify problems Create, setup, and maintain monitoring scripts and reports to support