Technical Support Engineer

Навыки

• API (интеграции)
• B2B-продажи
• Datadog / New Relic
• Отладка и поиск ошибок
• Grafana
• iGaming / betting
• JSON

О компании и продукте

• Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets.
• Trusted by over 4,000 clients across financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, Kaizen Gaming, and Bancaribe.
• Sumsub is recognized as a Great Place To Work® in the US and rated 4.3 out of 5 on Glassdoor. Our 1,000+ people around the world back it up, too: 92% are proud to be Sumsubers, and 90% say their work is interesting and challenging.
• Now we are looking for a Technical Support Engineer to join our team!

Задачи

• Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for our B2B clients
• Performing a technical analysis of reported problems and define plans for resolving them
• Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation
• Collaborating closely with other teams to answer clients’ technical questions, acting as a liaison between the client and internal Sumsub resources
• Communicating with clients using chat, email, and outbound calls

Требования

• Fluent in English & Mandarin (both oral and written, upper-intermediate as a minimum)
• 1+ year of experience in technical support, preferably for SaaS, web, or mobile applications. (L1 experience and a clear drive to grow into more technical work is welcome.)
• Confident with web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console
• Able to read and write basic SQL queries to investigate data-related issues
• Understanding of how requests flow through web and mobile SDK integrations, from the client through to the backend - enough to narrow a problem down to the right layer
• A genuine, customer-first attitude: friendly, patient, and sincerely motivated to help
• Analytical mindset and the ability to stay oriented in a large, constantly changing flow of information
• Would be considered a plus
• Hands-on experience with Postman or similar tools for API troubleshooting
• Familiarity with logging and monitoring tools (e.g. Grafana, Kibana, Datadog)
• Understanding of KYC/AML, identity verification, or fintech/compliance domains

Условия

• Remote-first, trust-based culture
• Work from the place that works best for you
• No mandatory office days, no attendance trackers
• In some locations, we provide offices or coworking spaces, but the choice is yours
• Extra time off
• Your birthday is a holiday here
• Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year
• Time to rest is part of the deal
• Work that matters
• Our mission is to build a digital world that is secure, accessible and inclusive for everyone
• From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online
• Compensation. We offer fair and transparent pay, benchmarked to the market
• Truly global
• We work across continents and time zones, with teammates and customers from all over the world
• You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide
• Growth built in
• Clear goals, open feedback and personal development plans
• We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums
• Team offsites
• Sometimes just Slack is not enough
• That is why we meet in person a few times a year
• Trips are fully covered, so you can meet, collaborate, and recharge together
• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well
• Friendly by design
• Our logo is a dog for a reason

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