Customer Support Engineer

✨ What you’ll be working on

Entrust is hiring a Customer Support Engineer in India to support its Onfido identity verification product suite. This is a remote support role for someone who can handle customer issues, investigate technical problems, work with logs and APIs, and help improve the product experience over time.

It’s a good fit if you enjoy the mix of customer support + debugging + product knowledge + technical troubleshooting.

This is also not a basic customer support role. You’ll be working with a product used for digital identity verification, remote onboarding, and fraud prevention, so the job leans more toward technical support engineering than general customer service.

About Entrust and Onfido

Entrust works in the identity and security space. The company helps businesses verify users, protect digital interactions, and manage identity-related security across different industries.

Your day-to-day work may include:

• Helping customers with technical issues related to Entrust’s Onfido products
• Investigating support tickets and understanding the real impact of a problem before responding
• Looking into logs, product behavior, and customer-reported issues to find the cause of technical problems
• Reproducing bugs and helping the team debug product-related issues
• Communicating with customers in a clear, calm, and helpful way across support interactions
• Building a strong understanding of how the product works and how customers use it in real life
• Working with Product Managers, software engineers, and other support engineers to resolve recurring issues
• Spotting patterns in customer problems and surfacing those insights back to product and engineering teams
• Maintaining or improving internal documentation, knowledge base content, and support processes
• Looking for ways to automate repetitive support tasks using scripts or small internal tools
• Helping improve the overall customer experience, not just closing tickets quickly

What this role is really about

This role sits in that sweet spot between technical support, product troubleshooting, and customer communication.

You’ll need to be the kind of person who can look at a customer problem and think through it properly:

• What exactly is broken?
• How urgent is it?
• Is it a one-off issue or part of a bigger pattern?
• Is this a support fix, a product bug, or something engineering needs to look at?
• What does the customer need to hear right now while we work on it?

That’s why this role is not just about being polite or fast. It’s also about being methodical, technically curious, and good under pressure.

What they’re looking for

Entrust wants someone who can combine customer support instincts with technical troubleshooting ability.

Required skills and experience

You should be a strong fit for this role if you have:

• At least 2 years of experience in a Technical Support Engineer, software support, or customer-facing technical support role
• Strong empathy and a genuine interest in helping customers
• Good problem-solving and critical thinking skills
• Patience, attention to detail, and the ability to stay calm under pressure
• Good time management and the ability to handle multiple tasks at once
• Strong written and spoken English communication skills
• Experience reviewing system logs and using analytical thinking to investigate issues
• Experience writing or maintaining knowledge base articles, help center content, or internal support documentation
• The ability to work independently and make decisions even when the information is incomplete
• The ability to collaborate with teammates to resolve customer issues properly
• A strong sense of urgency and the ability to prioritize based on business impact
• Experience managing customer expectations and working against deadlines

Technical skills they want

The company also wants someone who is comfortable with technical troubleshooting and support tooling, including:

• Practical experience with at least one programming language, ideally:
  • Ruby
  • Python
  • JavaScript
• Good knowledge of SQL databases
• Understanding of:
  • APIs
  • SDKs
  • web applications
  • how these systems work together in a product environment

Preferred qualifications

These are not listed as must-haves, but they can help:

• BSc or MSc in Computer Science, Engineering, or another science-related subject
• Familiarity with an Agile working environment

Shift and work setup

This is a remote India role, but it’s tied to support coverage for a global team.

Important schedule detail

Entrust says candidates must be willing to work a US shift starting at 6:30 PM IST.

The support team also works in a 24x7x365 environment, so you may need to work on some public holidays depending on business needs.

If you already have experience in global support teams or international shift-based support, this part will probably feel familiar.