Senior Technical Support Engineer
About the role
As a Senior Technical Support Engineer at Veriff, you will solve the most technically challenging problems facing our largest customers. You will be a trusted technical expert relied upon to provide timely, accurate, and well-communicated solutions to complex technical and integration problems.
Responsibilities
- Own and resolve reported issues from start to finish
- Conduct research, diagnosis, troubleshooting, and write detailed bug reports
- Escalate unresolved issues to appropriate 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 beyond your immediate team
- Identify gaps in issues and processes, bring data-driven solutions to the table, and optimize/automate repetitive tasks
- Gather feature requests and make them visible to correct stakeholders for planning
- Actively participate 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)
- Solid ability to troubleshoot web applications and identify 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 our eligible locations in the USA (West Coast based)
Extra recharge days per year on top of your annual vacation days
Stock options that ensure you share in our success
401(k) matching
Extensive, medical, dental, and vision insurance to ensure you're feeling great physically and mentally
Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary
Pay
$114,000 - $145,000 USD Gross/Annual
Schedule
Remote within USA but preferable to be in Salt Lake City, Utah