TechnicalSupportEngineer

WHY SOCURE? Socure is building the identity trust infrastructure for the digital economy — verifying 100% of good identities in real time and stopping fraud before it starts. The mission is big, the problems are complex, and the impact is felt by businesses, governments, and millions of people every day. We hire people who want that level of responsibility. People who move fast, think critically, act like owners, and care deeply about solving customer problems with precision. If you want predictability or narrow scope, this won’t be your place. If you want to help build the future of identity with a team that holds a high bar for itself — keep reading. ABOUT THE ROLE The Technical Support Engineer is a customer-focused problem solver responsible for delivering timely, effective technical solutions and outstanding service. Reporting to the Manager of Technical Support, you will take full ownership of customer issues from initial triage through resolution, collaborating with cross-functional teams to ensure a seamless support experience. This role requires strong technical expertise, excellent communication skills, a commitment to continuous improvement and operational excellence, and fluency with AI-powered tools and workflows that are transforming modern technical support. WHAT YOU'LL DO - Drive customer satisfaction by understanding customer needs and providing responsive service to reported problems, including account access, API integrations, code defects, log analysis, and first-line engineering support for Mobile Native iOS/Android and Mobile Web SDKs. - Take end-to-end ownership of reported problems, including initial troubleshooting, root cause identification, and issue resolution. - Communicate status updates to customers via phone and/or email within required Service Level Agreements (SLAs). - Collaborate closely with Engineering, Infrastructure, and Data Science teams to resolve escalated customer issues. - Leverage logs and monitoring tools to troubleshoo