Technical Support Engineer

About this role

Socure is seeking a Technical Support Engineer to provide effective technical solutions and enhance customer satisfaction. This role involves taking full ownership of customer issues and collaborating with various teams to ensure excellent service, all while leveraging modern AI tools to improve support efficiency.

What you'll do

• Deliver timely technical solutions and outstanding customer service.
• Own customer issues from initial triage to resolution.
• Keep customers updated on issue statuses according to SLAs.
• Collaborate with Engineering and Data Science teams to resolve complex issues.
• Utilize logs and monitoring tools for proactive problem identification.
• Create and maintain documentation in Technical Support knowledge base.

What they're looking for

• Bachelor’s degree
• 3+ years in technical support (SaaS environment)
• Strong SQL skills
• Experience with API integrations
• Excellent communication
• Customer empathy
• AI tool proficiency
• Adaptability in dynamic environments

Benefits

• Hybrid work environment
• Opportunity to work on cutting-edge AI tools
• Participation in knowledge sharing and process improvements
• Focus on continuous learning and personal development
• Collaborative team culture
• [unknown]