Now we are looking for a Technical Support Engineer to join our Customer Operations team!
Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for our B2B clients.
Performing a technical analysis of reported problems and define plans for resolving them.
Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
Acting as a liaison between clients and internal Sumsub teams on technical questions.
Communicating with clients using chat, email, and outbound calls.
Requirements
Fluent in English and Mandarin (both oral and written, upper-intermediate as a minimum).
1+ year of experience in technical support, preferably for SaaS, web, or mobile applications (L1 experience and a clear drive to grow into more technical work is welcome).
Confident with web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console.
Able to read and write basic SQL queries to investigate data-related issues.
Understanding of how requests flow through web and mobile SDK integrations, from client to backend, enough to narrow a problem down to the right layer.
A genuine, customer-first attitude: friendly, patient, and sincerely motivated to help.
Analytical mindset and the ability to stay oriented in a large, constantly changing flow of information.
Nice to have: Hands-on experience with Postman or similar tools for API troubleshooting.
Nice to have: Familiarity with logging and monitoring tools (e.g. Grafana, Kibana, Datadog).
Nice to have: Understanding of KYC/AML, identity verification, or fintech/compliance domains.
Done for you
We'll apply to this for you
Denidel's HR team submits and tracks the application on your behalf.
