Customer Support Engineer

Seattle, WA, United States

Description: About AuthenticID

AuthenticID is a pioneer in the Identity Verification and Fraud Detection space. What we do matters. It’s more than a job; it’s a movement on the frontlines of the digital transformation that helps protect business and consumer identities in today’s world.

Founded in 2001, AuthenticID provides automated ID Verification and Biometric Authentication solutions that are leveraged by companies worldwide for customer onboarding, re-authentication, age verification and more. Our patented AI-driven technology detects counterfeit IDs and biometric spoofs with 99%+ accuracy in just seconds. Headquartered in Kirkland, WA, AuthenticID serves enterprise clients across diverse industries, including Telecom, FinTech, Banking, and Government. Many of our clients are Fortune 500 household names with billions of dollars in revenues.

The Opportunity

Reporting to the Director of Customer Support, Support Engineers create the foundation of trust for AuthenticID’s customers. Our ability to respond to customer needs, provide exceptional customer service, and take action to resolve issues – both big and small – are paramount to AuthenticID’s continued success.

We are seeking a talented team-oriented Support Engineer - Tier 1 to help us exceed customer expectations. Tier 1 Support Engineers have a track record of success in the following areas:

Communication : you are adept at translating technical information into clear explanations for a variety of users.

Critical Thinking : you relentlessly seek out opportunities to improve customer satisfaction, simplify processes, and boost team collaboration. You leave situations better than you found them.

Customer Experience : at least 2 years of customer service experience in a SaaS or IT-based organization. Startup and/or cybersecurity (identity) experience is desired.

Spreadsheets : Comfortable with Excel and Google Sheets. Intermediate experience with Formulas, Pivot Tables, VLOOKUPs, Conditional Formatting, and Data Validation.

Word Processing : Experience with formatting and professional presentation of Word documents and emails.

Case Management : Preferably with JIRA. Experience with triage and proper issue routing and categorization. Experience writing Knowledge Base articles for external users.

Technical Experience Desired :

Familiarity with:

Any 3GL programming language

Python and SQL is required.

Jupyter notebooks is desired

Snowflake

Grafana for monitoring and diagnosis is desired.

DiffMerge is desired.

DiffGram is desired.

AWS experience is desired.

Hybrid Work Environment : 25% (or more as you wish) work from our Kirkland Washington headquarters, and any remainder work from home is highly desired.

Requirements: What You Need to Succeed

BA or BS in Computer Science or similar (graduate degree preferred)

Enterprise B2B2C experience in a data analytics or consulting role preferred

Communication ninja adept at translating complex technical matters into simple actionable directives

Critical thinking, exceptional teaching, and problem-solving guru

Research and understand MLOps standards and processes

Formulate and evaluate alternative solutions and/or recommendations to achieve departmental goals

Collect and analyze data, create reports, review and explain trends

Mission-oriented individual passionate about making a difference and building something greater than yourself

You thrive in rapidly changing environments with no issue rolling up your sleeves to get the job done

We

Give you the newest MacBook Pro or Dell with accessories

Competitive salary, bonus plans, and option grants

Generous Flexible time-off policy

401k, Medical, Dental & Vision Insurance, and Life

Pawternity - 1 day of paid leave for the adoption of a new pet

Parental Leave - must be employed 6 months to receive

EEO Statement

AuthenticID is an equal-opportunity employer, and we welcome applicants from all backgrounds. If you're passionate about consumer identity privacy and a team player who wants to join a growing, diverse, and dynamic team, we look forward to hearing from you!

Salary

AuthenticID’s salary range for this position is $75,000 - $100,000 annually. Our salary ranges are determined by role, level, and location. Pursuant to the Washington Equal Pay Act, Colorado Fair Pay Act and the New York City Pay Transparency Law, the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of AuthenticID's total compensation package for employees. Your total rewards package at AuthenticID will include medical, dental and vision coverage, unlimited PTO, flexible work environment, and many other corporate initiatives centered around employee experience.

NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA

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