Senior Technical Support Engineer

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 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 You are the right future Veriffian for the job if you have/are: 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 You're an especially awesome match if you have/are: Experience with JIRA, Confluence, and GitHub Built applications or integrated services Familiarity with CI/CD pipelines and deployment processes Location: Remote within USA but preferable to be in Salt Lake City, Utah Salary range: $114,000 - $145,000 USD Gross/Annual Why Veriff? We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team and offices in the United States, United Kingdom, Spain, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and