Senior Technical Support Engineer

About the role

As a Senior Technical Support Engineer at Veriff, you will play a crucial role in solving complex technical and integration problems faced by our largest customers. You will be a trusted technical expert relied upon to provide timely, accurate, and well-communicated solutions.

Responsibilities

• Own and resolve reported issues from start to finish
• Conduct research, diagnosis, troubleshooting, and write detailed bug reports
• Escalate unresolved issues to development teams and document standardized solutions for the knowledge base
• Handle crises during feature failures or application downtime
• Participate in an on-call rotation and lead production incidents
• Develop and report on key metrics, such as generating custom reports and writing complex SQL queries
• Drive cross-team initiatives with area-wide impact
• Identify gaps in issues and processes and bring data-driven solutions
• Optimise and automate repetitive tasks
• Gather feature requests and make them visible to relevant stakeholders for planning
• Participate actively in the hiring pipeline and refer candidates

Requirements

• 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical roles
• Strong understanding of software programming and system architecture
• Solid knowledge of APIs (REST, webhooks)
• Strong troubleshooting skills for web applications and identification of root causes
• Deep knowledge and experience with observability tools (e.g., Grafana)
• Proficiency in writing complex SQL queries and basic scripts
• Comfortable working with Mac, Linux, and Windows environments
• Experience with incident management processes
• Demonstrated ability to mentor and support team members
• A proactive approach to teamwork, a solutions-oriented mindset, and excellent interpersonal skills
• Data-driven approach to problem-solving and decision-making
• Knowledge of TypeScript, Python, Postgres, or ReactJS
• Ability to work independently without supervision, prioritize effectively, and deliver consistently
• Fluency in both written and spoken English
• A background in creating highly technical but clear technical documentation and presentations

Qualifications

• Experience with JIRA, Confluence, and GitHub
• Built applications or integrated services
• Familiarity with CI/CD pipelines and deployment processes

Benefits

• Full-remote job within eligible locations in the USA (West Coast based)
• Extra recharge days per year on top of annual vacation days
• Stock options that ensure you share in our success
• 401(k) matching
• Extensive, medical, dental, and vision insurance
• Learning and Development and Health & Sports budgets
• Four weeks of fully paid sabbatical leave after reaching 5th work anniversary

Pay

$114,000 - $145,000 USD Gross/Annual

Schedule

Remote within USA but preferable to be in Salt Lake City, Utah