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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Socure Inc. - **Location:** San Francisco, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Android Software Development, IOS Applications, Software as a Service, Cursor (Graphical User Interface Elements), Database Queries, Github, Monitoring of Systems, Log Analysis, Machine Learning, Software Tools, SQL Databases, Automatic Programming, Scripting, Model-Driven Development, Application Enhancement Tool, GitHub Copilot, Large Language Models, Mttr, Low-code, GPT, Api Management - **Published:** August 5, 2026 - **Apply:** https://www.careerbuilder.com/job-details/technical-support-engineer-san-francisco-ca--dc58011f-6d9b-4524-a4af-d6e1bd3d4c3e ## About the Role * Bachelor's degree. * 3+ years of experience in a technical support role in a SaaS environment. * U.S. Citizenship is required to support federal government customers. * Comfortable working Monday-Friday, 9:00am-6:00pm EST, with availability for weekend and holiday on-call coverage on a rotating basis. * Experience supporting APIs and API integrations. * Strong SQL skills with ability to query, analyze and troubleshoot data related issues. * Excellent communication skills and a strong sense of customer empathy. * Self-starter approach with the ability to adapt and thrive in rapidly changing circumstances. AI-Native Requirements * Demonstrated experience using AI tools (ChatGPT, Claude, Copilot, or similar) in a professional support or engineering context. * Ability to write and iterate on prompts for LLMs to generate RCAs, draft customer communications, or analyze logs. * Familiarity with AI/ML concepts sufficient to understand and explain Socure's model-driven identity products to customers. * Experience with or appetite to learn AI-assisted scripting and automation tools (e.g., GitHub Copilot, Cursor, AI-powered observability). Preferred: Experience in financial services, sponsor banks, financial regulations, identity fraud, KYC, consumer watchlists, DocV technologies, or supporting machine learning-based product offerings. Experience working with AI/ML explainability tools, model monitoring, or data drift detection preferred., 1st Level Support, Analysis Skills, Android, Application Programming Interface (API), Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Automation, Banking Regulations, Change Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Data Science, Diversity, Documentation, Embedded Systems, Federal Government, Financial Regulations, Financial Services, GitHub, Identify Issues, Know Your Customer (KYC), Knowledge Base, Leadership, Machine Learning, Machine Tool, Needs Assessment, Operational Improvement, Problem Solving Skills, Process Improvement, Quality Management, Query Analysis, Resolve Customer Issues, Root Cause Analysis, SQL (Structured Query Language), Scripting (Scripting Languages), Service Level Agreement (SLA), Software as a Service (SaaS), Team Building, Technical Support, Technical Writing, Time Management, United States Citizen, Writing Skills, iOS ## Description The Technical Support Engineer is a customer-focused problem solver responsible for delivering timely, effective technical solutions and outstanding service. Reporting to the Manager of Technical Support, you will take full ownership of customer issues from initial triage through resolution, collaborating with cross-functional teams to ensure a seamless support experience. This role requires strong technical expertise, excellent communication skills, a commitment to continuous improvement and operational excellence, and fluency with AI-powered tools and workflows that are transforming modern technical support. What youll do * Drive customer satisfaction by understanding customer needs and providing responsive service to reported problems, including account access, API integrations, code defects, log analysis, and first-line engineering support for Mobile Native iOS/Android and Mobile Web SDKs. * Take end-to-end ownership of reported problems, including initial troubleshooting, root cause identification, and issue resolution. * Communicate status updates to customers via phone and/or email within required Service Level Agreements (SLAs). * Collaborate closely with Engineering, Infrastructure, and Data Science teams to resolve escalated customer issues. * Leverage logs and monitoring tools to troubleshoot and proactively identify problems. * Create, set up, and maintain monitoring scripts and reports to support implementation and customer support activities. * Serve as a customer advocate and coordinate communication during critical incidents. * Create and maintain process or troubleshooting documentation in the Technical Support knowledge base. * Participate in team meetings, knowledge sharing, and process improvement initiatives. * Model Socure's embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change. AI-Native Responsibilities * Use AI-assisted tools (e.g., LLM-powered log analysis, AI co-pilots, automated RCA generation) to accelerate triage, root cause identification, and resolution documentation. * Evaluate, prompt-engineer, and iterate on AI tools to improve support quality and reduce MTTR; provide feedback to internal AI tooling teams. * Identify opportunities to automate repetitive support workflows using AI agents, scripts, or low-code/no-code automation platforms. ## Related Videos - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Innovating Developer Tools with AI: Insights from GitHub Next](https://www.wearedevelopers.com/videos/1268-innovating-developer-tools-with-ai-insights-from-github-next) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Speak, Code, Deploy: Transforming Developer Experience with Voice Commands](https://www.wearedevelopers.com/videos/1159-speak-code-deploy-transforming-developer-experience-with-voice-commands) - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) ## Related Articles - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 137 - AI'm not sure about this](https://www.wearedevelopers.com/magazine/485-dev-digest-137-ai-m-not-sure-about-this) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [13 AI Tools for Developers](https://www.wearedevelopers.com/magazine/302-13-ai-tools-for-developers)