Socure - Technical Support Engineer
Requirements
• 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. • 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. • 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. • Preferred:
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. • 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. • 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.
Benefits
• $90K – $115K • Offers Equity • Offers Bonus • This is a base salary range for this job based on the job requirements. • Base pay is only one component of Socure's compensation and our total rewards package includes equity, benefits, and an annual bonus or a commission plan. • annual bonus • commission plan. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please note: we have set up limits for applications for this role. • Candidates may not apply more than 3 times in any 30 day span for any job at Socure. • Candidates may not re-apply to the same role within 30 days. • or drag and drop here • Why are you interested in this job at Socure? • Unfortunately we are unable to hire employees residing in these states. • This is a hybrid role. While we are still expanding our office footprint, you will generally be expected to come into the office 2–3 days a week (where a location is available). Exact scheduling and flexibility may vary depending on your manager and team. • San Francisco, CA • New York City, NY • Socure's Recruiting Privacy Policy • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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