Customer Support Engineer L2

Remote Greater Seattle Area

About the Company

AuthenticID is solving one of the biggest business issues in the world today: Fraud. Fraud losses are skyrocketing for companies as sophisticated actors are leveraging artificial intelligence to create world-class fake or synthetic identities to defraud banks, wireless carriers, governments, and every other enterprise on the planet. AuthenticID uses game-changing, proprietary machine-learning algorithms to ensure people are who they say they are, thereby preventing fraud and saving our customers millions of dollars a year. Our products combine biometric and computer vision technology to provide very fast determinations of whose identity is real and whose is not over the web and in mobile applications. AuthenticID is headquartered in Kirkland, WA, and serves enterprise clients across diverse industries, including Telecom, FinTech, Healthcare, Banking, Gaming, and Government. Many of our clients are Fortune 500 household names with billions of dollars in revenue.

The Opportunity 

Reporting to the VP of Customer Support, Support Engineers create the foundation of trust for AuthenticID’s customers. Our ability to respond to customer needs, provide exceptional customer service, and take action to resolve issues – both big and small – are paramount to AuthenticID’s continued success.   

Tier 2 Support Engineers have a track record of success in the following areas:   

• Communication: you are adept at translating technical information into clear explanations for a variety of users.   
• Critical Thinking: you relentlessly seek out opportunities to improve customer satisfaction, simplify processes, and boost team collaboration. You leave situations better than you found them.  
• Customer Experience: at least 2 years of customer service experience in a SaaS or IT-based organization. Startup and/or cybersecurity (identity) experience is desired.  
• Spreadsheets: Comfortable with Excel and Google Sheets. Intermediate experience with Formulas, Pivot Tables, VLOOKUPs, Conditional Formatting, and Data Validation.  
• Word Processing: Experience with formatting and professional presentation of Word documents and emails.  
• Case Management: Preferably with JIRA. Experience with triage and proper issue routing and categorization. Experience writing Knowledge Base articles for external users. 

What You Bring 

• Knowledge of AuthenticID products 
• Technical Experience Desired:   
• Familiarity with:  
• Any 3GL programming language  
• Python and SQL is required.   
• Jupyter notebooks is desired  
• Snowflake   
• Grafana for monitoring and diagnosis is desired.  
• DiffMerge is desired.  
• DiffGram is desired.  
• AWS experience is desired. 

What You Need to Succeed 

• BA or BS in Computer Science or similar (graduate degree preferred)  
• Enterprise B2B2C experience in a data analytics or consulting role preferred  
• Communication ninja adept at translating complex technical matters into simple actionable directives  
• Critical thinking, exceptional teaching, and problem-solving guru  
• Research and understand MLOps standards and processes  
• Formulate and evaluate alternative solutions and/or recommendations to achieve departmental goals  
• Collect and analyze data, create reports, review and explain trends  
• Mission-oriented individual passionate about making a difference and building something greater than yourself  
• You thrive in rapidly changing environments with no issue rolling up your sleeves to get the job done 
• Background check required 

Pay range and compensation package

AuthenticID’s salary range for this position is $80,000 -$110,000 per year. Our salary ranges are determined by role, level, and location. Pursuant to the Washington Equal Pay Act, Colorado Fair Pay Act and the New York City Pay Transparency Law, the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of AuthenticID's total compensation package for employees. Your total rewards package at AuthenticID will include medical, dental and vision coverage, unlimited PTO, flexible work environment, and many other corporate initiatives centered around employee experience.

Equal Opportunity Statement

AuthenticID is an equal-opportunity employer, and we welcome applicants from all backgrounds. If you're passionate about consumer identity privacy and a team player who wants to join a growing diverse and dynamic team, we look forward to hearing from you!