[Hiring] Customer Support Engineer @Entrust Security Solutions India Private Limited
Mar 21, 2025 - Entrust Security Solutions India Private Limited is hiring a remote Customer Support Engineer. 💸 Salary: unspecified. 📍Location: USA.
Role Description
Our Customer Support Engineers have a deep understanding of our 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.
Entrust is expanding our Support team focused on the Onfido product suite to improve 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. This role is part of a global team that provides 24x7x365 support to our customers. Coverage for customer support may require work on some public holidays.
- Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. Show confidence when demonstrating solutions.
- Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. All-encompassing approach to customer support, adapting your language to fit the audience.
- Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.
- 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.
Qualifications
- A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role
- Empathy, and desire to help others.
- Pragmatic problem-solving and critical thinking skills.
- Diligence, patience and friendliness under time pressure.
- Time management and the ability to multitask.
- Willingness and ability to work on some public holidays as required to provide customer support.
- Strong analytical skills, familiar with system log analysis.
- Experience writing documentation for Knowledge Base and Help Centers.
- Can work independently and make decisions even when limited details are available.
- Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.
- Sense of urgency, ability to prioritize tasks based on business priorities.
- Experience of managing customer expectations and delivering results against tight deadlines.
- Fluent spoken and written English.
- Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.
- Good knowledge of SQL databases.
- Knowledge of APIs, SDKs, and web applications and how they work.
- Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country.
Preferred Qualifications
- BSc/MSc in Computer Science, Engineering or other science subject.
- Familiarity with an Agile environment.
Benefits
- 25 days annual leave plus a day off for your Birthday.
- Two paid volunteering days per year.
- Private Medical Insurance with Care Health Life Assurance (3x Annual Base Salary).
- Generous paid parental leave.
- Life enrichment allowance of up to ₹8000 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy.
- Dedicated learning opportunities including using tools like LinkedIn Learning with availability to use for learning resources such as books, coaches, conferences, courses, podcasts, and more.
- Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (On Thursday); holding quarterly team socials, and other company-wide social events.
- Expense up to £300 (or local equivalent) to purchase workstation setup equipment.
- The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups.
Similar Remote Jobs
More Customer Service jobs
-
Customer Service $25/hr. to $30/hr. USAMar 28, 2025
-
.png?1727387897)
Customer Service competitive salary and growth opportunities USAMar 28, 2025
More jobs in USA
-
Data Analysis $70,000 - $80,000 usd USAMar 28, 2025
-
QA competitive salary and benefits package. USA, Australia, South KoreaMar 28, 2025
-
All others unspecified USAMar 28, 2025
Kickstart Your Job Search
Unlock 53,791 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
