The team behind Tech Support at Onfido

Meet Giulia, Goncalo and Alan from our Technical Support Team

What does the Tech Support team do?

We have 3 amazing members in the Tech Support Team at Onfido: Giulia, (Support Lead), Alan and Goncalo (Support Engineers), split across London and Lisbon.

Tech Support is a core part of day-to-day client interactions, making it a very unique environment and dynamic role to support almost everyone in the business.

We work closely with the Account Management and Software Engineering teams to assist with any technical support queries. This could be anything from helping our customers integrate with our API and SDKs to providing support to our internal staff when using our products. We also work very closely with our Product team, providing them with regular feedback about new product improvements.

What problems we are trying to solve?

It varies!

Our main goal is of course, to make sure that our customers are successful with Onfido and that our products meet their needs. We typically support customers integrating with our API and SDKs when we sign them on. This can be complex yet fun to work with as you are exposed to different client scenarios and use cases. For example, we help our customers to understand the lifecycle of a check and the right API calls to use for their workflow, addressing and solving any technical issue that they may find throughout the process. We also help them integrate with the Onfido API in different coding languages, as well as with our SDKs (JS, Android and iOS). As another example, we debug and if possible implement hotfixes/features in the application code as well.

Overall, we are here to solve customer issues and contribute to their success and user experience when they use our ID verification solution.

What impact do you make across the business?

We like to think that Tech Support is at the heart of our product.

We help customers at every single point of interaction with our product and mediate with our engineers to continue to make new improvements and product recommendations.

Having varied exposure across software and commercial teams, Tech Support have a huge influence over how we shape our product for future customers, giving the opportunity to contribute towards how we help solve customer ID verification pain points.

We also work on internal projects to automate common support queries and service processes. For example, we recently built a web app to automate running batch trials for our prospective customers. We have also built a metrics system to identify and monitor product issues and client requirements: this helps us feedback this information to our Dev and Product teams to make sure that we’re focussed on the right client and business needs.

And we have recently started working on developing an improved iOS sample app to integrate with our iOS SDK, which can be used for internal testing as well as to reproduce customer issues.

What’s the technology stack?

Onfido’s engineering culture is tech agnostic. Amongst other tools, our team uses JIRA, SQL, Rails, curl, Postman and any of our current libraries (written in Ruby, PHP and Python) to support our customers and reproduce any issues our clients may have.

We are growing our team; why we need you!

Unlike other tech support roles, we focus on people with a strong technical background and are growing our team as we onboard more customers!

This role is very much hands-on, so if you enjoy diving into code, enthusiastic about new technologies and enjoy communicating with people, we’d love to hear from you!

If you’d like to apply or learn more about the role, follow the link here