Sumsub is hiring a Technical Support Engineer for its Customer Operations team to provide technical support to B2B clients and act as a liaison between clients and internal teams.
Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for our B2B clients.
Performing a technical analysis of reported problems and define plans for resolving them.
Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
Collaborating with other teams to answer clients' technical questions and acting as the link between the client and internal Sumsub resources.
Communicating with clients using chat, email, and outbound calls.
Requirements
Fluent in English (both oral and written, upper-intermediate as a minimum).
1+ year of technical support experience, preferably with SaaS, web, or mobile applications; L1 experience and a drive to grow into more technical work are welcome.
Confidence with web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console.
Able to read and write basic SQL queries to investigate data-related issues.
Understanding of how requests flow through web and mobile SDK integrations, from client to backend, enough to narrow a problem to the right layer.
A genuine, customer-first attitude: friendly, patient, and sincerely motivated to help.
Analytical mindset and the ability to stay oriented in a large, constantly changing flow of information.
Nice to have: Hands-on experience with Postman or similar tools for API troubleshooting.
Nice to have: Familiarity with logging and monitoring tools (e.g. Grafana, Kibana, Datadog).
Nice to have: Understanding of KYC/AML, identity verification, or fintech/compliance domains.
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