Technical Support Engineer

Join Socure, a leading provider of digital identity verification solutions. As a Technical Support Engineer, you will be responsible for delivering timely and effective technical solutions while providing outstanding customer service. You will take full ownership of customer issues, collaborate with cross-functional teams, and leverage AI-powered tools to enhance the support experience. This is a remote position with a comprehensive benefits package.

• Prendre en charge l'ensemble du processus de résolution des problèmes des clients, de la triage initial à la résolution, en collaborant avec des équipes interfonctionnelles.
• Utiliser des outils d'intelligence artificielle pour accélérer le triage, l'identification des causes profondes et la documentation des résolutions.
• Identifier les opportunités d'automatiser les flux de travail de support répétitifs à l'aide d'agents d'IA, de scripts ou de plateformes d'automatisation sans code.
• 3+ years of experience in a technical support role in a SaaS environment
• Bachelor’s degree
• Strong SQL skills with ability to query, analyze and troubleshoot data related issues
• U.S. Citizenship is required to support federal government customers
• Experience supporting APIs and API integrations
• Excellent communication skills and a strong sense of customer empathy
• Comfortable working Monday–Friday, 9:00am–6:00pm EST, with availability for weekend and holiday on-call coverage on a rotating basis
• Self-starter approach with the ability to adapt and thrive in rapidly changing circumstances
• 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
• Experience with or appetite to learn AI-assisted scripting and automation tools (e.g., GitHub Copilot, Cursor, AI-powered observability)
• Familiarity with AI/ML concepts sufficient to understand and explain Socure’s model-driven identity products to customers
• 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