Entrust
Identity-centric security solutions
CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Engineer at Entrust. Skills: Identity verification, AI, Biometrics. Develop deep understanding product. Collaborate with support engineers”
What You'll Achieve.
Improve customer experience; Improve customer satisfaction; Timely resolution; Customer satisfaction
Industry & Context.
Problem solving; Investigation; Root cause analysis
24x7x365 support, Work US shift, Work on public holidays
What They're Looking For.
Must Have
2 years experience Technical Support Engineer, Empathy and desire to help, Pragmatic problem-solving, Critical thinking skills, Diligence, patience, friendliness, Time management, Ability to multitask, Willingness to work public holidays, Analytical skills, System log analysis, Experience writing documentation, Can work independently, Ability to collaborate, Sense of urgency, Prioritize tasks, Managing customer expectations, Delivering results tight deadlines, Fluent spoken and written English, Practical experience programming language, Good knowledge SQL databases, Knowledge of APIs, Knowledge of SDKs, Knowledge of web applications, Must be able to lawfully work, Unrestricted work authorization
Nice to Have
BSc/MSc Computer Science, BSc/MSc Engineering, BSc/MSc science subject, Familiarity with Agile environment
What You'll Do.
Develop deep understanding product
Collaborate with support engineers
Collaborate with product managers
Collaborate with software engineers
Collaborate with mentors
Demonstrate solutions confidence
Understand customer experience
Adapt language to audience
Investigate technical issues
Debug technical issues
Reproduce technical issues
Surface customer feedback
Improve internal processes
Automate support tasks
How You'll Work.
Team & Collaboration
Global team; Product and Developer teams
Communication Scope
Communicate efficiently; Communicate empathetically
Full Job Description
**Join us at Entrust** At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. **Get to Know Us** Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. **About the Team** You'll be joining the team leading Entrust's Identity portfolio, including the solutions formerly Onfido (AI-powered digital identity solution). With the completed acquisition, Entrust now provides the industry's most comprehensive portfolio of AI-powered, identity-centric security solutions. Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding. By assessing government-issued IDs and facial biometrics with innovative dashboards and fraud signals, we provide companies with the assurance they need to operate securely while allowing people to access services quickly and safely. **About the Opportunity** Our Customer Support Engineers have a deep understanding of our products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction. Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product
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