# Technical Support Engineer

**Company:** [Socure](https://hotfix.jobs/companies/socure)
**Location:** San Francisco, CA, Seattle, WA, New York, NY
**Role:** Support Engineering
**Salary:** $90k – $115k/yr
**Experience:** 3+ years
**Skills:** SQL, API Integrations, Log Analysis, Troubleshooting, Ios Sdk, Android Sdk, AI Tools, Llm Prompt Engineering, Root Cause Analysis, Monitoring Tools
**Posted:** 2026-06-11

> Technical Support Engineer providing end-to-end ownership of customer issues in a SaaS environment, including API troubleshooting, log analysis, and first-line support for mobile SDKs. Requires 3+ years experience, strong SQL skills, and experience with AI tools.

## Job Description

## 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.

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