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.
Model Socure’s embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change.

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.

Technical Support Engineer

Key skills