Technical Support Engineer

About the role

Sumsub, an AI-powered trust infrastructure for compliance operations, is looking for a Technical Support Engineer. The role provides technical support, configuration and troubleshooting for issues with the Sumsub platform for B2B clients, working remotely with a flexible, trust-based culture.

Key responsibilities

• Provide technical support, configuration and troubleshooting for issues with the Sumsub platform for B2B clients.
• Analyse reported problems technically and define plans to resolve them.
• Work daily with other engineers to propose technical action plans or take ownership of escalated cases.
• Collaborate with other teams to answer clients' technical questions and act as a liaison between clients and internal resources.
• Communicate with clients by chat, email and outbound calls.

Required profile

• Fluent English, spoken and written (upper-intermediate as a minimum).
• At least 1 year of experience in technical support, preferably for SaaS, web or mobile applications; L1 experience with a clear drive toward more technical work is welcome.
• A genuine, customer-first attitude and an analytical mindset.

Required skills

• Web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console.
• Basic SQL queries to investigate data-related issues.
• Understanding of how requests flow through web and mobile SDK integrations, from client to backend.
• Plus: hands-on experience with Postman or similar tools, familiarity with logging and monitoring tools such as Grafana, Kibana or Datadog, and knowledge of KYC/AML, identity verification or fintech/compliance.

What we offer

• Remote-first work with no mandatory office days or attendance trackers.
• Extra time off, including a birthday holiday, 10 personal days per year, seven sick days without paperwork and extra time for Christmas and New Year.
• Fair, transparent pay benchmarked to the market, varying by work location.
• Growth through clear goals, open feedback, personal development plans and learning opportunities.
• Team offsites met in person a few times a year, fully covered.
• Access to the tools and hardware needed to do the job.