Customer Support Engineer - Onfido Solutions at Entrust

📍 Job Overview

Job Title: Customer Support Engineer - Onfido Solutions
Company: Entrust
Location: India - Field (Onfido)
Job Type: Full-Time
Category: Technical Support
Date Posted: 2025-04-07

🚀 Role Summary

The Customer Support Engineer role focuses on providing exceptional customer support for Entrust's Onfido Solutions, ensuring customer satisfaction and driving product improvement.
This role involves understanding and supporting customers using the Onfido product suite, identifying trends, and collaborating with product and development teams to enhance the customer experience.
Customer Support Engineers at Entrust work in a global team, providing 24/7 customer support, and may be required to work on public holidays.

💻 Primary Responsibilities

Product Understanding: Develop a deep understanding of the Onfido product suite and its usage by customers, collaborating with support engineers, product managers, software engineers, and mentors. Demonstrate confidence when explaining solutions to customers.
Customer Experience Mindset: Maintain a holistic understanding of customer experience, driving and impacting customers at each stage of their onboarding journey. Adopt an all-encompassing approach to customer support, adapting language to fit the audience.
Problem Solving: Support the team in investigating, debugging, reproducing, and fixing technical issues customers face when using Entrust's services.
Product Improvement: Work with product managers to define the product roadmap, surfacing customer feedback and learnings from past requests. Maintain accurate product documentation and continuously improve internal processes.
Tooling: Look for opportunities to automate support tasks using scripts and develop custom tools to make the job easier.

🎓 Skills & Qualifications

Education: A relevant degree in Computer Science, Engineering, or a related field is preferred but not required.

Experience: A minimum of 2 years of experience as a Technical Support Engineer in a Customer Service or software support role is required.

Required Skills:

Empathy and desire to help others
Pragmatic problem-solving and critical thinking skills
Diligence, patience, and friendliness under time pressure
Time management and multitasking abilities
Willingness and ability to work on public holidays as required
Strong analytical skills and familiarity with system log analysis
Experience writing documentation for Knowledge Base and Help Centers
Ability to work independently and make decisions with limited details
Ability to collaborate with other team members to deliver maximum importance in addressing customers' enquiries
Sense of urgency and ability to prioritize tasks based on business priorities
Experience managing customer expectations and delivering results against tight deadlines
Fluent spoken and written English
Practical experience with at least one programming language: ideally Ruby, Python, or JavaScript
Good knowledge of SQL databases
Knowledge of APIs, SDKs, and web applications and how they work

Preferred Qualifications:

BSc/MSc in Computer Science, Engineering, or other science subject
Familiarity with an Agile environment

📊 Web Portfolio & Project Requirements

As this role focuses on customer support and technical troubleshooting, a portfolio is not required.
However, having examples of past support cases, problem-solving strategies, and customer feedback management can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided in the job listing. According to Glassdoor, the average salary for a Customer Support Engineer at Entrust is around ₹600,000 per year. However, this can vary based on experience, location, and other factors.

Benefits:

25 days annual leave plus a day off for your birthday
Two paid volunteering days per year
Private Medical Insurance with Care Health
Life Assurance (3x Annual Base Salary)
Generous paid parental leave
Life enrichment allowance of up to ₹8000 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy
Dedicated learning opportunities including using tools like LinkedIn Learning
Expense up to £300 (or local equivalent) to purchase workstation setup equipment

🎯 Team & Company Context

Company Culture: Entrust values diversity, inclusion, and respect. The company offers career growth opportunities, flexibility, and collaboration. Entrust is committed to creating a community where everyone is encouraged to be themselves.

Team Structure: The Customer Support team at Entrust works in a global team, providing 24/7 customer support. The team is responsible for understanding and supporting customers using the Onfido product suite, identifying trends, and collaborating with product and development teams to enhance the customer experience.

Development Methodology: Entrust uses Agile methodologies for product development and customer support processes. The company emphasizes continuous improvement, collaboration, and customer-centricity.

Company Website: www.entrust.com, www.onfido.com

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the intermediate level, requiring a balance of technical support and problem-solving skills, as well as customer experience and communication abilities.

Reporting Structure: Customer Support Engineers report directly to the Customer Support Manager and work closely with product managers, software engineers, and mentors.

Technical Impact: In this role, you will directly impact the customer experience and satisfaction with Entrust's Onfido Solutions. Your work will help identify trends, improve product documentation, and drive product enhancements.

Growth Opportunities:

Product Management: Transition into a product management role, focusing on customer experience and driving product roadmaps.
Technical Leadership: Develop technical leadership skills by mentoring junior team members and driving team-wide initiatives.
Architecture and Design: Expand your technical expertise to contribute to the architectural design and decision-making processes for Entrust's products.

🌐 Work Environment

Office Type: Field-based, with remote work arrangements available.

Office Location(s): India - Field (Onfido)

Workspace Context:

Work from home or in a field-based office, collaborating with a global team to provide 24/7 customer support.
Use Entrust's provided tools and resources to manage customer cases, troubleshoot technical issues, and maintain accurate product documentation.
Collaborate with cross-functional teams, including product managers, software engineers, and mentors, to enhance the customer experience and drive product improvements.

Work Schedule: Work on a rotating schedule to provide 24/7 customer support, including some public holidays.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, customer experience mindset, and problem-solving abilities.
Technical Assessment: A hands-on assessment to evaluate your analytical skills, system log analysis, and problem-solving strategies.
Final Interview: A discussion with the hiring manager and other team members to assess your cultural fit, motivation, and long-term goals.

Portfolio Review Tips: As this role focuses on customer support and technical troubleshooting, a portfolio is not required. However, having examples of past support cases, problem-solving strategies, and customer feedback management can be beneficial.

Technical Challenge Preparation:

Brush up on your analytical skills, system log analysis, and problem-solving strategies.
Familiarize yourself with the Onfido product suite and its usage by customers.
Prepare examples of past support cases, problem-solving strategies, and customer feedback management to discuss during the interview.

ATS Keywords: Customer Support, Technical Support, Problem Solving, Analytical Skills, Documentation, Programming, SQL, APIs, SDKs, Web Applications, Empathy, Time Management, Critical Thinking, Collaboration, Automation, Customer Experience

📌 Application Steps

To apply for this Customer Support Engineer role at Entrust:

Submit your application through the application link provided in the job listing.
Prepare examples of past support cases, problem-solving strategies, and customer feedback management to showcase during the interview process.
Research Entrust's products, customer support processes, and company culture to demonstrate your understanding and enthusiasm for the role.
Prepare for the technical assessment by brushing up on your analytical skills, system log analysis, and problem-solving strategies.
Practice your communication skills and customer experience mindset to excel in the phone/video screen and final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor the job description to highlight the technical support and problem-solving aspects of the role, focusing on customer experience and communication skills.
Emphasize the global team structure, 24/7 customer support requirements, and the need for flexibility in working hours.
Highlight the opportunity for the candidate to drive product improvement and enhancement based on customer feedback and trends.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about the role, customer support processes, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and customer support-related keywords throughout all sections naturally.

Industry Expertise:

Include specific customer support and problem-solving skills required for the role, such as analytical skills, system log analysis, and customer feedback management.
Address the global team structure, 24/7 customer support requirements, and the need for flexibility in working hours.
Highlight the opportunity for the candidate to drive product improvement and enhancement based on customer feedback and trends.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology and customer support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give web technology professionals a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer-centricity.

Technical Focus & Portfolio Emphasis:

As this role focuses on customer support and technical troubleshooting, a portfolio is not required.
However, having examples of past support cases, problem-solving strategies, and customer feedback management can be beneficial.

Avoid:

Generic business jargon not relevant to customer support or technical troubleshooting roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support or technical troubleshooting role.
Marketing language unrelated to customer support, technical troubleshooting, or web technology disciplines.

Generate a comprehensive, customer support-focused job description that provides valuable insights for web technology professionals seeking their next opportunity in technical support and troubleshooting roles.

Customer Support Engineer - Onfido Solutions