Veriff
SeniorTechnicalSupportEngineer
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“Senior Technical Support Engineer at Veriff. Skills: Technical Support, APIs, SQL, Python. Solve technically challenging problems. Provide timely, accurate solutions”
What You'll Achieve.
Ensure resolution of reported issues; Address system and service problems; Develop and report on key metrics; Drive cross-team initiatives that have area-wide impact; Bring data-driven solutions to the table; Make feature requests visible to correct stakeholders for planning
Industry & Context.
Solve the most technically challenging problems; Provide timely, accurate, and well-communicated solutions; Identify patterns in issues; Understand their severity; Highlight risks to stakeholders; Get to the root cause of edge cases; Conduct research, diagnosis, troubleshooting, and identifying solutions; Data-driven approach to problem-solving and decision-making
Participating in an on-call rotation
What They're Looking For.
Must Have
3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role, 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
Nice to Have
Experience with JIRA, Confluence, and GitHub, Built applications or integrated services, Familiarity with CI/CD pipelines and deployment processes
What You'll Do.
Solve technically challenging problems
Identify patterns in issues
Understand issue severity
Highlight risks to stakeholders
Get to root cause of edge cases
Take ownership of reported issues
Ensure issue resolution
Identify solutions to system problems
Replicate reported issues
Write detailed bug reports
Escalate unresolved issues
Document standardized solutions
Lead production incidents
Develop and report on key metrics
Generate custom reports
Write complex SQL queries
Drive cross-team initiatives
Take responsibility for technical designs
Identify gaps in issues and processes
Bring data-driven solutions
Optimize and automate repetitive tasks
Gather feature requests
Make feature requests visible
Participate in hiring pipeline
How You'll Work.
Team & Collaboration
Drive cross-team initiatives; Mentor fellow engineers; Help shape team's technical direction; Highlight risks to stakeholders; Escalate unresolved issues to development teams; Work with product team
Communication Scope
Well-communicated solutions; Explain technical details simply; Excellent interpersonal skills; Fluency in both written and spoken English; Creating highly technical but clear technical documentation and presentations
Full Job Description
Veriff is hiring a Senior Technical Support Engineer for its USA region. As a Senior Technical Support Engineer, you will get to solve the most technically challenging problems facing our largest customers. You will be a trusted technical expert that our customers rely on to provide timely, accurate, and well-communicated solutions to their complex technical and integration problems. Beyond individual contribution, you will drive cross-team initiatives, mentor fellow engineers, and help shape the team's technical direction. You will identify patterns in issues, understand their severity, highlight risks to stakeholders, and get to the root cause of edge cases. If you're naturally a helper, enjoy assisting people with technical issues, and can explain technical details in a simple way while also leading and enabling others, we'd like to meet you! At Verriff, you'll help protect honest people online by: Taking ownership of reported issues and ensuring their resolution from start to finish Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems Replicating reported issues and writing detailed bug reports Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base Handling crises in the event of feature failures or application downtime Participating in an on-call rotation and leading production incidents Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries Driving cross-team initiatives that have area-wide impact beyond your immediate team Taking responsibility for technical designs of new services and tools Identifying gaps in issues and processes, bringing data-driven solutions to the table Optimising and automating repetitive tasks Gathering feature requests and making them visible to correct stakeholders for planning Actively participating in the hiring pipeline and referring candidates Yo
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