Business Support Engineer

Who we are

Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people.

Today, we have over twenty million app downloads around the world. We've expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings.

From day one, we've been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives.

Purpose of the Role: Assist Yoti's clients and business partners by providing timely, effective 2nd line support with queries, troubleshooting issues, and delivering guidance on the use of Yoti's products and services. Act as a key point of contact for client support, ensuring a positive experience and helping clients maximize the value of Yoti solutions.

Role Dimensions: Part of the Client Services department, working closely with Product, BI (Business Intelligence), and Operations teams. Member of the Solutions team.

Principal Responsibilities:

• Respond promptly and professionally to client support queries via Salesforce, Slack, and Email.
• Diagnose, troubleshoot, and resolve technical and non-technical issues related to Yoti's products and services.
• Guide clients through best practices and provide clear, actionable instructions to maximise product value.
• Escalate complex issues to relevant internal teams, ensuring timely resolution and clear communication.
• Maintain accurate records of support interactions and resolutions in Salesforce.
• Participate in client meetings and video calls as needed to discuss issues, provide guidance, or deliver support.
• Contribute to and update support documentation, FAQs, and knowledge base articles.
• Analyse support trends to proactively drive process improvements in collaboration with the team.

Knowledge, Skills, Qualifications and Experience:

• 3-4 years of experience in a client-facing support or technical support role, ideally within a SaaS or technology environment.
• Familiarity with web technologies (HTML, CSS, JavaScript), REST APIs, and authentication protocols (e.g., OAuth).
• Experience troubleshooting software issues and working with Salesforce or similar platforms.
• Strong analytical and problem-solving skills, with the ability to explain technical concepts to non-technical users.
• Excellent written and verbal communication skills; able to communicate clearly and empathetically with clients.
• Attention to detail and a commitment to delivering high-quality support.
• Self-motivated, organized, and able to manage multiple priorities.

Interview Process

Stage 1 - Call with a Talent acquisition Team member (30 minutes)

Stage 2 - Call with Head of Solutions (30 minutes)

Stage 3 - Activity/Exercise - 1 week timeline

Stage 4 - Final call with Head of Solutions & Director of Client Services(45 minutes)

What's in it for you

• Flexible working (Core working hours, Hybrid working)
• Performance based discretionary annual bonus
• LTIP (Long term incentive plan)
• Medical Insurance cover of INR 5 lakhs
• Life Insurance / Accidental cover
• Gratuity as per law
• PF as per law
• 18 days paid leave + 6 sick day leave (Annually)
• 10 declared holidays (Annually)
• 5 fully paid days of Selfie Time - for your own personal development, volunteering, charity events, etc
• Quarterly Team and company activities, Social clubs.
• Continuous learning opportunities (Annual Training budgets, conferences etc)

This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We're looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems.

AI Usage during the recruitment process

Please read our AI Usage in Recruitment policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the interview process.

We believe in equal opportunities

It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We're an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and

experiences.

We are proud to be a Disability Confident employer and we're committed to making our recruitment process as inclusive and accessible as possible. If you have a disability or long-term condition and need any adjustments or support during the application or interview process, please let us know — we'll do everything we can to support you and to enable you to bring your best self to our hiring process.

Pre-employment checks

If your application is successful please be aware that as part of our pre-employment checks, we will check identity and proof of education. If you have previously been employed elsewhere, we will also carry out - Employment, Credit and Database Checks.

For more information about how we manage your data please read our Applicant Privacy Notice.