Technical Support Engineer

Socure Inc.

Job Overview

Location

Hybrid - San Francisco, CA

Job Type

Full-time

Full Job Description

📋 Description

• Deliver timely and effective technical solutions to customers experiencing issues with Socure’s identity verification platform, including account access, API integrations, code defects, and SDK-related errors for Mobile Native iOS/Android and Mobile Web SDKs.
• Take end-to-end ownership of customer-reported issues, from initial triage through root cause identification and resolution, ensuring seamless support experiences within defined Service Level Agreements (SLAs).
• Communicate status updates to customers via phone and email, maintaining transparency and responsiveness throughout the issue lifecycle.
• Collaborate with Engineering, Infrastructure, and Data Science teams to escalate and resolve complex technical problems requiring cross-functional coordination.
• Analyze system logs and monitoring data to troubleshoot issues, identify patterns, and proactively detect potential system failures before they impact customers.
• Design, implement, and maintain monitoring scripts and automated reports to enhance support efficiency and support implementation activities.
• Act as a customer advocate during critical incidents, coordinating communication across teams and ensuring timely resolution and post-mortem documentation.
• Create, update, and maintain comprehensive troubleshooting documentation within the Technical Support knowledge base to improve team scalability and knowledge sharing.
• Participate in regular team meetings, knowledge-sharing sessions, and process improvement initiatives to drive operational excellence and continuous learning.
• Model Socure’s embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision-making, and managing change.
• Leverage AI-powered tools such as LLMs (e.g., ChatGPT, Claude, Copilot) to accelerate log analysis, automate root cause analysis (RCA) generation, and draft customer communications.
• Prompt-engineer and iterate on AI tools to improve support quality, reduce mean time to resolution (MTTR), and provide actionable feedback to internal AI tooling teams.
• Identify and implement automation opportunities for repetitive support workflows using AI agents, scripting, or low-code/no-code platforms to increase efficiency.
• Explain Socure’s model-driven identity products to customers by applying foundational understanding of AI/ML concepts, including model behavior, explainability, and data drift.
• Work Monday–Friday, 9:00am–6:00pm EST, with rotating weekend and holiday on-call responsibilities to ensure 24/7 support coverage for critical systems.

🎯 Requirements

• Bachelor’s degree
• 3+ years of experience in a technical support role within a SaaS environment
• U.S. Citizenship required to support federal government customers
• Experience supporting APIs and API integrations
• Strong SQL skills for querying, analyzing, and troubleshooting data-related issues
• Demonstrated experience using AI tools (e.g., ChatGPT, Claude, Copilot) in a professional support or engineering context

🏖️ Benefits

• Rotating weekend and holiday on-call coverage with compensation
• Opportunity to work with cutting-edge AI-native support workflows and tools
• Exposure to high-impact identity verification systems used by businesses and government agencies
• Collaborative environment focused on continuous learning and operational excellence

Skills & Technologies

GitHub

iOS

Android

Hybrid

Degree Required

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Socure Inc.

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About Socure Inc.

Socure Inc. provides digital identity verification and fraud prevention software for financial services, fintech, e-commerce and government clients. The platform applies machine learning and graph-based analytics to link and validate identity elements in real time, detecting synthetic identities, account takeover and document fraud. It integrates via APIs and SDKs for onboarding, KYC/AML compliance and transaction monitoring, aiming to reduce false positives and manual reviews while improving approval rates for legitimate users worldwide.

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