Customer Support Engineer Jobs in Bissau, India

Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States where we’ve grown in year-over-year sales by 264% as more enterprise organisations accelerate their digital transformation plans with Onfido.Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.The Opportunity Our Customer Support Engineers have a deep understanding of Onfido's products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction.Onfido is expanding our support team to improve our customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes. The perfect candidate enjoys making customers happy, and has a keen eye for investigation and detail.You will achieve this through:Product understanding - Develop a deep understanding of the Onfido’s product suite and how it’s used by our customers. You will learn it hands-on from other Support Engineers and by working with Product Managers, Software Engineers, and mentors.Customer support - Partner with our customers as they onboard, integrate and use our API, SDKs and Dashboard. Every customer has a different need, and you will get the chance to suggest better ways of achieving a goal.Problem solving - Investigate, debug, reproduce and fix any issues customers are facing when using our services. You will check logs and documentation, read and write code, and discuss it with team members.Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help maintain accurate product documentation and will constantly try to improve internal processes.Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier

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