This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Engineer - Onfido Solutions in India.
This role sits at the heart of a global identity verification support function, helping customers ensure secure, seamless digital onboarding experiences. You will be responsible for investigating and resolving technical issues related to AI-powered identity and biometrics solutions used by businesses worldwide. The environment is fast-paced and customer-focused, requiring strong analytical thinking and calm, empathetic communication under pressure. You will collaborate closely with engineers, product managers, and support teams to diagnose complex issues and ensure rapid resolution. The position also plays a key role in improving product reliability by identifying recurring problems and driving long-term fixes. You will operate in a 24/7 global support setup, working US shift hours (starting 6:30pm IST) including some public holidays. This is a highly impactful role for someone who enjoys deep technical troubleshooting and customer engagement.
Accountabilities
In this role, you will act as a technical bridge between customers and engineering teams, ensuring timely resolution of complex product issues while continuously improving the customer experience.
- Develop deep expertise in AI-driven identity verification and biometrics solutions within the Onfido product suite powered by Entrust
- Investigate, troubleshoot, and resolve customer technical issues involving APIs, SDKs, web applications, and system logs
- Assess incoming support requests, prioritize based on impact, and define resolution strategies
- Collaborate with engineering, product, and support teams to debug, reproduce, and fix technical incidents
- Communicate clearly and empathetically with customers across technical and non-technical audiences
- Identify recurring issues and trends, and contribute insights to improve product stability and roadmap decisions
- Support automation efforts by building scripts and internal tools to enhance support efficiency
- Maintain and improve knowledge base articles, documentation, and internal troubleshooting guides
- Participate in a 24x7 global support rotation, including holidays and US shift coverage
Requirements
This position requires strong technical troubleshooting skills, customer empathy, and the ability to work independently in a high-pressure, fast-moving support environment.
- Minimum 2 years of experience in technical support, software support, or customer-facing engineering roles
- Strong understanding of APIs, SDKs, web applications, and system architecture basics
- Hands-on experience with at least one programming language such as Python, Ruby, or JavaScript
- Solid knowledge of SQL databases and ability to analyze system logs effectively
- Strong problem-solving, analytical thinking, and debugging skills
- Excellent communication skills with fluency in spoken and written English
- Ability to prioritize tasks, manage multiple issues, and work under tight deadlines
- Customer-first mindset with empathy, patience, and strong stakeholder management skills
- Experience writing technical documentation or knowledge base content
- Ability to work independently and make decisions with limited information
- Willingness to work US shift hours (starting 6:30pm IST) and some public holidays
- Nice to have: Bachelor's/Master's degree in Computer Science, Engineering, or related field
- Nice to have: Familiarity with Agile environments and workflows
Benefits
- Competitive compensation package aligned with experience
- Flexible working arrangements depending on role and team structure
- Opportunity to work in a global 24/7 support environment with international exposure
- Career development and learning opportunities in AI-driven identity technologies
- Collaborative, inclusive, and knowledge-sharing work culture
- Exposure to cutting-edge identity verification and fraud prevention systems
- Structured onboarding and continuous technical training
- Opportunity to contribute directly to product improvements and customer experience
How Jobgether Works
We use an
AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
