Customer Support Engineer

Описание вакансии

The key to achieving revenue triumphs lies in fostering robust, collaborative, and trust-based customer relationships. By collaborating seamlessly across teams, you will empower our most strategic customers to extract the maximum value from our products. Through your continuous strategic initiatives, you will be instrumental in crafting future success narratives that showcase enduring partnerships and favorable outcomes for our customers.

About Us

Microblink is the Identity Intelligence OS that establishes Know Your Actor: control over people and agents, how risk is assessed, and how decisions are made across digital journeys. Built for an adversarial AI era, Microblink replaces static verification with continuous identity control. As the only solution spanning IDs, biometrics, and payment cards, Microblink delivers a real-time command center where signals, policies, and decisioning can be calibrated with granular precision. Companies use Microblink to adapt faster than fraud, optimize outcomes over time, and enforce trust at scale across onboarding, authentication, and every moment in between. In 2025, Microblink processed 2.9 billion identities across 195+ countries/territories. Its proprietary Fraud Lab generates 100,000+ images monthly for training and testing models, achieving 100% deepfake detection in DHS-powered testing.

Interested to learn more? Explore our tech in action.

Here’s what you’ll do:

• Resolve inquiries related to Microblink Products, including code debugging, integration updates, and configuration optimization
• Guide customers through the Microblink products, helping them navigate features like identity verification, workflow creation, fraud detection, biometric matching, and analytics
• Assist developers in implementing/upgrading Microblink technology across various platforms (iOS, Android, Web, and various cross-platform frameworks)
• Triage, document, and escalate technical bugs to the Engineering and Product teams while maintaining SLAs and clear communication with the client
• Analyze support trends and product performance to provide actionable insights to the Product owners for future roadmap development

You'll be successful in this role if you:

• 5+ years of proven professional experience in SaaS Enterprise-level support
• Experience supporting a SaaS product, including familiarity with API structures, webhooks, and cloud-based architecture
• The AI landscape moves fast; you must be comfortable learning new product updates, with the ability to advise clients on best practices
• A "start-up" mindset with the discipline of a mature organization—taking full responsibility for a ticket from "Open" to "Resolved” while staying within SLAs
• Basic understanding of modern development stacks and tools (e.g., JavaScript, Swift, Kotlin, Docker, Postman) to assist with SDK/API integration queries
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Slack, Jira)
• AI/ML interest: A strong interest in computer vision and machine learning (you don't need to build models)

A plus if you also have:

• Experience with identity verification platforms
• Knowledge of document security features
• Fluency in multiple languages to support our global client base

We might be right for you if you’re looking for:

• The opportunity to make a meaningful impact in a company that is scaling with clear ambition — where your work directly shapes outcomes and drives progress
• A people-first, high-performance culture where leadership sets clear goals, recognizes results, and actively supports your professional growth
• A team of ambitious, open-minded professionals who value ownership, welcome new ideas, and continuously push the organization forward
• Unlimited PTO, built on trust and accountability — giving you the flexibility to recharge when needed

Compensation

• Base salary range of $85,000–$94,000 USD, plus bonus and equity. We offer a 401(k) plan with employer match, along with a comprehensive health benefits package. Final compensation depends on seniority, relevant experience, and performance throughout the selection process.

Additional Information

Department: Customer Success

Reports to: Head of Customer Support

Location: Hybrid / Remote — New York or U.S. West Coast

If this role intrigues you, do not hesitate to hit the apply button and send us your resume. If you get in touch with us, we promise to get back to you.

Microblink LLC is an equal opportunity employer committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organization, from hiring to the end of your business relationship with us. Accordingly, this job advertisement is equally applicable to all people and Microblink will make a hiring decision based solely on qualifications, merit, and business needs. We prohibit discrimination of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws, as well as our internal policies and culture.

For detailed information on how we process personal data, please read our Privacy Policy https://microblink.com/privacy-policy/ or reach out to our Data Protection Officer at privacy@microblink.com.