Our Customer Support Engineers have a deep understanding of our products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction. Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes. The perfect candidate enjoys making customers happy and has a keen eye for investigation and detail. This role is part of a global team that provides 24x7x365 support to our customers. Coverage for customer support may require work on some public holidays. Responsibilities: Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. Show confidence when demonstrating solutions. Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. All-encompassing approach to customer support, adapting your language to fit the audience. Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services. Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help maintain accurate product documentation and will constantly try to improve internal processes. Tooling - Youre constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier. Qualifications: Basic Qualifications A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role Empathy, and desire to help others. Pragmatic problem-solving and critical thinking skills. Diligence, patience and friendliness under time pressure. Time management and the ability to multitask. Willingness and ability to work on some public holidays as required to provide customer support. Strong analytical skills, familiar with system log analysis. Experience writing documentation for Knowledge Base and Help Centers. Can work independently and make decisions even when limited details are available. Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries. Sense of urgency, ability to prioritize tasks based on business priorities. Experience of managing customer expectations and delivering results against tight deadlines. Fluent spoken and written English. Practical experience with at least one programming language: ideally Ruby, Python or JavaScript. Good knowledge of SQL databases. Knowledge of APIs, SDKs, and web applications and how they work. Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country Preferred Qualifications: BSc/MSc in Computer Science, Engineering or other science subject. Familiarity with an Agile environment.

Join us at Entrust At Entrust, we re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely . Get to Know Us Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge , scalable technologies. But our secret weaponOur people. It s the curiosity , dedication, and innovation that drive our success and help us anticipate the future. About the Role: We are looking for a Technical Support Specialist to join our global Digital Card Solutions (DCS) support team. As a technical support specialist you will handle technical investigations, customer incidents, and platform alerts once trained in a secure and fast-paced environment. This role requires coordination across multiple teams and time zones, with a focus on platform stability, customer satisfaction, and continuous improvement. About the Product: The Entrust Digital Card Solution (DCS) is a comprehensive platform that enables banks and financial institutions to issue and manage digital payment cards instantly. It supports provisioning of major digital wallets such as Apple Pay, Google Pay, Samsung Pay, and Fitbit Pay directly from the banks mobile application. The solution includes features like secure card display, PIN management, token lifecycle management, and strong customer authentication, all within a PCI-DSS compliant environment. By integrating a single software development kit (SDK) and a set of certified APIs, DCS allows for seamless integration into existing banking apps, providing customers with a secure and convenient digital-first payment experience. Key Responsibilities: Manage and resolve technical support tickets using Freshdesk, ensuring accurate triage, investigation, escalation, and communication both internally and externally to customers. Use Sumo Logic and internal tools to analyze logs and monitor platform behavior to detect and address issues. Write and execute SQL queries to extract and analyze data during investigations. Collaborate with internal teams to troubleshoot and resolve complex technical issues. Monitor infrastructure alerts and contribute to incident handling, including participation in the on-call rotation. Document issues and resolutions to contribute to the internal knowledge base and support efficiency. Communicate clearly and professionally with customers, particularly during incidents or service degradations. Follow internal processes for incident response, change management, and post-incident reviews. Key Tools and Technologies: Freshdesk (ticket management) Sumo Logic and internal tools (log analysis and monitoring) SQL (data analysis and investigation) Postman (API testing and validation) Confluence SharePoint (documentation) Microsoft Teams Outlook (internal and customer communication) What We re Looking For: Strong problem-solving and analytical skills. Investigating technical issues using logs, APIs, and SQL data. Excellent communication skills in English, both written and spoken. Ability to stay organized while prioritizing tasks, working autonomously as need dictate. Eagerness to learn and adapt in a fast-moving, technical environment. Ability to work effectively across time zones in a distributed team setup. Once trained and experienced, joining an on-call support schedule which covers evening and weekends on a rotary basis. Willing to work a varied schedule while training to collaborate and typically in British or Central European Time. Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country Nice to Have: Previous experience within a customer support or technical support environment. Interest in digital payments, fintech, or secure systems. Understanding platform monitoring, alerts, and incident handling. Familiarity with certificates and key management processes, as well as data encryption and decryption.