Product Support Engineer

Nov, 25
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Onfido is the new identity standard for the internet. That means we only need an image of your ID and a selfie to prove that you’re you. In doing so, we help millions of people connect to the services they need and love more easily, speedily and safely than ever before, whether it’s renting a car or opening a bank account. Our vision is to create an open world where identity is the key to access.
We've received over $200 million in funding from world-class tech investors including TPG Growth, Microsoft, Salesforce to back our vision. And we're just getting started.
Onfido is looking for full-time Support Triage Engineers to join the Product Support team as it expands its 24/7 coverage within Europe. We're also aiming at providing more channels for effective customer support, which includes phone and chat. This is an entry level position, in which the engineer is required to work shifts (day/evening/night). 

This is the right job for you:

    • Being a customer’s hero. Understanding priority of requests, capturing the required details for a timely resolution and suggesting the best way of achieving a customer goal. You focus on response time and customer satisfaction.
    • Joining a great company that is leading in tech and disruptive in the identity verification space. 
    • Acquiring a deep knowledge of AI technologies and Onfido’s product suite. You will get to learn something new every day as we develop our products and services.
    • Looking for opportunities to improve internal processes and represent the “voice of the customer” within Onfido.
    • Working with people who inspire and being an inspiration for others. We are proud of our world-class culture, where people are encouraged to share ideas and learn from each other.
    • Onfido is in hyper-growth mode. That means everyone who joins us today needs to be ready for personal hyper-growth too!

Essential skills:

    • Empathy and the desire of helping others.
    • Pragmatic problem-solving skills.
    • Can work independently and make decisions even when limited details are available.
    • Collaborate with team members on tasks and projects.
    • Diligence, patience and friendliness, even when things need to move fast.
    • Sense of urgency, ability to prioritise tasks based on business priorities.
    • Fluent spoken and written English.
    • Practical experience with at least one programming language: ideally Ruby, Python or JavaScript. Also SQL.
    • Knowledge of APIs, SDKs, and web applications and how they work.

Desired skills:

    • Experience in a support or other service-oriented customer facing role.
    • BSc/MSc in Computer Science, Engineering or other science subject.

The interview process will involve:

    • Simple profile matching from us - assessing your application against the role.
    • A two-way conversation where we both can find out a bit more about each other.
    • Do-at-home task where you give a bit of an insight into how you approach problem solving.

Where you'll be:

    • At Onfido, we have a distributed workforce.
    • For this role, you can work from Portugal, France, Germany or the Netherlands. We have a hybrid model, and you can choose to work fully-remote, or come to our offices! We let all of our employees choose what’s best for them.
#LI-KS1 #LI-Remote
Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Along with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Please note: Onfidoers are all working from home for the time being. We also have switched to a virtual recruitment process and all our Newfidos will be onboarding remotely. Stay Safe!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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