Technical Support Engineer (L3)
Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.
Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.
Now we are looking for a Technical Support Engineer (L3) to join our team!
What You Will Be Doing:
- Providing technical support, configure, and troubleshooting issues with the Sumsub platform for our B2B clients
- Performing a technical analysis of reported problems and defining plans for resolving them.
- Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
- Collaborating closely with other teams to answer clients’ technical questions, acting as a liaison between the client and internal Sumsub resources.
- Communicating with clients using chat, email, and outbound calls.
- Developing and implementing custom solutions involving simple scripting or coding.
About You:
- Fluent in English & Mandarin.
- Experience troubleshooting web applications.
- Basic understanding of programming fundamentals (e.g., data types).
- Experience troubleshooting web applications that use RestAPI.
- Practical experience working with SQL-like databases.
- Simple scripting skills using the language of your choice.
- Basic HTML and CSS experience.
- Willingness to provide excellent support service.
Would be considered a plus:
- Familiarity with Kibana or the Elastic Stack.
- Proficiency in supporting/working with mobile or web SDK.
- Practical exposure to API troubleshooting.
- Background in technical support for web or mobile applications.
- Understanding of crypto, fintech, banking applications or services.
What We Offer:
- Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.
- Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.
- Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.
- Compensation. We offer fair and transparent pay, benchmarked to the market.
- Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.
- Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.
- Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.
- Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.
- Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.
The hiring stages: TA screening -> Hiring Manager Interview
Sounds like a great opportunity for your career development? Then go ahead and apply!
We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.
