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What is the role of a Customer Support Engineer - Onfido Solutions at Jobgether?

The Customer Support Engineer - Onfido Solutions position at Jobgether is a Full-time or part-time position opportunity in the Customer Service field.

What type of employment is offered for this Customer Support Engineer - Onfido Solutions role?

Full-time or part-time position

What is the expected salary for this Customer Support Engineer - Onfido Solutions job?

Compensation will be discussed during the hiring process.

Customer Support Engineer - Onfido Solutions job near me in India at Jobgether | Jobs and Employment

Customer Support Engineer - Onfido Solutions

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.

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Customer Support Engineer - Onfido Solutions in India at Jobgether

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