Customer Support Engineer

Onfido lets people prove their identity anytime, anywhere. We’re creating a more open digital world by connecting them to the services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account. We’re building a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ and ‘Best AI product in FinTech’ awards at CogX

We are a global, established, technology company having surpassed $130M in annual recurring revenue (ARR) with a prominent position in the global marketplace, and have been repeatedly recognized for our performance and innovation. In 2023, we’ve been awarded ‘Best Fraud Detection and Prevention Company of the Year by Frost & Sullivan, featured as a Strong Performer by Forrester in its 2022 Identity Verification Wave, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors such as TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with hundreds of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support checks in 195 countries, and 2,500+ document types. With over 1,200 customers worldwide and 500 employees

Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.

Onfido is looking for full-time Customer Support Engineer to join the Customer 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). 

Onfido is in hyper-growth mode. That means everyone who joins us today needs to be ready for personal hyper-growth too!

We use a lot of exciting technology. Our engineers are flexible about technology and pick the right tool for the job:

- Python, Ruby and Elixir for our service code.

- React and Redux for frontend work.

- TensorFlow for Machine Learning / Computer Vision.

- Kubernetes and Docker to package and run services.

- AWS for underlying infrastructure.

We are technology agnostic at Onfido. We are not looking for you to have experience in all these technologies. As long as you're open to learn, please apply.

You can learn more about our product engineering team and the work we do on our Onfido Tech blog.

We encourage people from all backgrounds, cultures, and skill levels to apply. It is okay to not meet all requirements listed as we are looking for individuals who are passionate, and eager to learn.

#LI-OH1 #LI-Remote

Onfidoers 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

We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed. You will receive:

> 25 days annual leave plus a day off for your Birthday.

> Two paid volunteering days per year.*

> Private Medical Insurance through Allianz*

> Life Assurance (3x Annual Base Salary)*

> Generous paid parental leave

> Free mental health coaching provided online.

> Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy

> Dedicated learning opportunities including using tools like Learnably with availability  to use for learning resources such as books, coaches, conferences, courses, podcasts, and more

> Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events

> Expense up to £300 (or local equivalent) to purchase workstation setup equipment

> The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups

*after passing probation (3 months)

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.