Onfido logo Onfido

Technical Support Engineer

Creata il 06-10-2017
Location London

Descrizione

At Onfido, we’re solving online trust at a global scale.

Millions of day-to-day interactions take place digitally: our mission is to help people and businesses trust each other, even when they’ve never met face-to-face. Today, we work with global customers, including JustGiving, Revolut, BlaBlaCar and Couchsurfing to help them verify users, investors, drivers and guests across 195 countries.

But we’re just getting started! So far, we’ve been a pioneer in using deep learning to verify identity and reduce fraud. Our goal is to apply cutting-edge research to build powerful, simple products to drive trust, inclusion and safety in online business, collaboration and sharing.

THE ROLE: We are looking for a Technical Support Engineer to provide an exceptional support experience that enables our customers and internal teams to successfully use our solution, ranging from SDK’s to API’s and Internal tools.

This is a unique opportunity to gain wide exposure across different technologies, working cross functionally with Engineering, Product and Sales teams to troubleshoot and improve our product as we scale.

This role is very much hands-on, so if you enjoy diving into code, enthusiastic about new technologies and enjoy communicating with people, we’d love to hear from you!

As a Technical Support Engineer, you will:

  • Reproduce, investigate, debug and fix any issues, using DB queries, logs and monitoring tools.
  • Develop and maintain tools and scripting to automate support tasks and empower our customer support team
  • Develop a deep understanding of the Onfido’s product and how it’s used across the business to enable high level support
  • Streamlining internal process from prior support scenarios
  • Proactively find ways to prevent issues whether assisting with design, discussing problems with the engineering and product team’s, engaging with customers, or writing documentation

Our technology stack:

We’re pretty flexible about technology and like to pick the right tool for the job:

  • We build services in Ruby, Elixir and Python
  • We use Javascript (React and Redux) on the frontend
  • We do our ML/CV work with Python and Tensorflow (and a little bit of C!)
  • Our services run on Kubernetes and AWS

We have a talented team of Tech Support Engineers in London and Lisbon where you can learn more about what they dohere

Requirements

  • Bachelor or Master Degree in Computer Science, Software Engineering, Telecommunications or any related field
  • Practical experience with at least one programming language: ideally Python, Ruby, or Javascript
  • Great interest in problem-solving and troubleshooting
  • Strong communication and people skills to support a large number of internal and external stakeholders

Nice to haves:

  • Exposure in developing web applications
  • Good understanding of APIs
  • Working knowledge of SQL
  • Tech support exposure in a fast growing startup

Values and behaviours:

  • Customer-centricity - You think about the customer's problem and how to delight them by providing appropriate solutions
  • Take Pride - You take on responsibility for short-term project planning and delivery of outstanding results. You willingly volunteer for opportunities to represent Onfido, e.g. by attending peer networking events or by assisting with company-wide events or initiatives that may not be core to your own role
  • Learn Things, Share Them - You promote teamwork through collaborative working and by guiding, coaching and working 1:1 to mentor and give impactful feedback to colleagues. You actively pursue your own professional development by reading articles, attending conferences and meetups and networking informally with senior personnel on matters relating to your own specialism
  • Find a Better Way - You proactively troubleshoot and identify risks. You tackles problems of a relatively diverse nature in own area and select appropriate tools to analyse situations and reach useful conclusions
  • Succeed Together - You communicate persuasively at all organisational levels and are able to establish consensus and secure agreement. You’re a caring and supportive colleague that contributes meaningfully to team objectives and, via your interactions, helps each member and the team as a whole to perform at their best.

To be a great fit at Onfido, we look for individuals who share our values. We have over 35 nationalities in our growing team, making this an exciting and culturally enriching place to work. Check out the team and Life at Onfido!

Benefits

We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed. You will receive:

  • Share options
  • 25 days holiday, plus bank holidays
  • Pension with The People’s Pension (employer contribution 3% of base salary)
  • Personalised Financial Advice with St. James’ Place Wealth Management
  • Bupa Health Cash Plan (Level 2)
  • Sanctus mental health coaching
  • Flexible working
  • Childcare vouchers
  • Subsidised gym membership or home cleaning (50% up to £50 per month)
  • Free yoga classes, 5-a-side football bookings
  • Unlimited budget for any software or books you need
  • Free languages classes (currently Spanish, French and English)
  • A fully stocked kitchen with unlimited breakfast, drinks, snacks and fresh fruit every day
  • Clubs: Coding, Running, Theatre, Games, Poker, Movies and many more!
  • Quarterly socials (e.g. cookery classes, go-karting and private cinema trips)
  • Open and transparent culture - we meet for a Friday afternoon forum (OnFriday) to engage peers informally over drinks

OTHER INFORMATION:

This role involves early shifts mid shifts and late shifts (late shifts being from 11:30am-19:30pm). These shifts are on a rotational basis but the team is very flexible in changing shifts whenever is needed.

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