Senior Technical Support Engineer
About The Position
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
Requirements
- 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role
- 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
Nice To Haves
- Experience with JIRA, Confluence, and GitHub
- Built applications or integrated services
- Familiarity with CI/CD pipelines and deployment processes
Responsibilities
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
