engineering
Posted Jun 11Technical Support Engineer
at Socure
Hybrid San Francisco, United StatesHybrid
Responsibilities
- - Collaborate closely with Engineering, Infrastructure, and Data Science teams to resolve escalated customer issues.
- - Create, set up, and maintain monitoring scripts and reports to support implementation and customer support activities.
- - Create and maintain process or troubleshooting documentation in the Technical Support knowledge base.
Requirements
- This role requires strong technical expertise, excellent communication skills, a commitment to continuous improvement and operational excellence, and fluency with AI-powered tools and workflows that are transforming modern technical support.
- - Model Socure’s embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change. 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.
- WHAT YOU BRING - 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
- 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 preferred.
Contact
- Follow Us! YouTube https://www.youtube.com/c/Socure | LinkedIn https://www.linkedin.com/company/socure/ | X (Twitter) https://x.com/socureme | Facebook https://www.facebook.com/socure/
Additional details
- WHY SOCURE? Socure is building the identity trust infrastructure for the digital economy — verifying 100% of good identities in real time and stopping fraud before it starts.
- The mission is big, the problems are complex, and the impact is felt by businesses, governments, and millions of people every day.
- We hire people who want that level of responsibility.
- People who move fast, think critically, act like owners, and care deeply about solving customer problems with precision.
- If you want predictability or narrow scope, this won’t be your place.
- If you want to help build the future of identity with a team that holds a high bar for itself — keep reading.
- ABOUT THE ROLE The Technical Support Engineer is a customer-focused problem solver responsible for delivering timely, effective technical solutions and outstanding service.
- Reporting to the Manager of Technical Support, you will take full ownership of customer issues from initial triage through resolution, collaborating with cross-functional teams to ensure a seamless support experience.
- WHAT YOU'LL DO - 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.