Responsibilities
- Ensure customer satisfaction by identifying needs and delivering timely support for technical issues, including API integrations, code defects, log analysis, and mobile SDKs.
- Take full ownership of reported issues from initial diagnosis through to resolution, including root cause analysis.
- Provide timely status updates to customers via phone or email in accordance with defined SLAs.
- Work closely with Engineering, Infrastructure, and Data Science teams to resolve escalated technical problems.
- Use logs and monitoring systems to troubleshoot issues and detect potential problems proactively.
- Develop and manage monitoring scripts and reports to assist customer support and implementation processes.
- Act as a customer advocate and lead communication efforts during critical incidents.
- Create and maintain troubleshooting guides and technical documentation in the knowledge base.
- Engage in team meetings, knowledge sharing, and initiatives to improve support processes.
- Demonstrate core leadership behaviors including accountability, communication, continuous learning, and change management.
- Utilize AI-powered tools such as LLM-based log analysis, AI co-pilots, and automated root cause generation to speed up issue resolution.
- Evaluate and refine AI tools through prompt engineering to enhance support quality and reduce mean time to resolution (MTTR), while providing feedback to internal tooling teams.
- Identify automation opportunities for repetitive support tasks using AI agents, scripts, or low-code/no-code platforms.
Requirements
- Bachelor’s degree
- Minimum of three years of technical support experience in a SaaS setting
- U.S. Citizenship required to support federal government clients
- Availability to work Monday through Friday, 9:00 AM to 6:00 PM EST
- Experience supporting APIs and managing API integrations
- Proficient in SQL with ability to query, analyze, and troubleshoot data-related issues
- Strong communication skills and customer empathy
- Self-motivated with adaptability in fast-changing environments
- Professional experience using AI tools such as ChatGPT, Claude, or Copilot in technical support or engineering contexts
- Ability to write and refine prompts for large language models to generate root cause analyses, customer messages, or log interpretations
- Familiarity with AI/ML concepts to explain model-driven identity products to customers
- Experience with or willingness to learn AI-assisted development and automation tools like GitHub Copilot, Cursor, or AI-powered observability platforms
Nice to Have
- Background in financial services, sponsor banks, financial regulations, identity fraud, KYC, consumer watchlists, DocV technologies, or support for machine learning-based products
- Experience with AI/ML explainability tools, model monitoring, or data drift detection
Work Arrangement
On-site
Other
- U.S. Citizenship is required to support federal government customers.
- Comfortable working Monday–Friday, 9:00am–6:00pm EST
- Availability for weekend and holiday on-call coverage on a rotating basis
