Socure
Technical Support Engineer
Hybrid - San Francisco, CA
No sponsorshipDetected 41 days ago
iOSAndroidGitSQLMachine LearningData ScienceLLMsAgentic AIProcess ImprovementCustomer SupportLeadershipCommunication
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.
- 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.
Responsibilities
- 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.
- 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.
- Evaluate, prompt-engineer, and iterate on AI tools to improve support quality and reduce MTTR
- Evaluate, prompt-engineer, and iterate on AI tools to improve support quality and reduce MTTR; provide feedback to internal AI tooling teams.
Requirements
- 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).
- Bachelor's degree.
- 3+ years of experience in a technical support role in a SaaS environment.
- Experience supporting APIs and API integrations.
- Strong SQL skills with ability to query, analyze and troubleshoot data related issues.
- Self-starter approach with the ability to adapt and thrive in rapidly changing circumstances.
- 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.
- Excellent communication skills and a strong sense of customer empathy.
- Demonstrated experience using AI tools (ChatGPT, Claude, Copilot, or similar) in a professional support or engineering context.
- 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.
Nice to have
- Experience working with AI/ML explainability tools, model monitoring, or data drift detection preferred.
- Socure is an equal opportunity employer that values diversity in all its forms within our company.
- 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/
Benefits
- Model Socure's embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change.
Visa & Work Authorization
- Citizenship is required to support federal government customers
This listing is sourced directly from Socure's careers page and normalized into a canonical job model.