Technical Support Engineer

Responsibilities

• 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.

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.

Requirements

• 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.