Tier 2 Technical Support Engineer

The world’s largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.

In today’s new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.

Evident is a VC-backed technology startup, headquartered in Kraków, Poland and Atlanta, GA. Learn more at evidentid.com.

We are looking for a candidate to join our team as a Tier 2 Technical Support Engineer. As a customer centric organization our goal is to deliver a world-class customer experience at each stage of the customer journey to increase customer satisfaction, loyalty and retention. Evident’s Technical Support Engineers are responsible for supporting our rapidly growing customer base by helping to investigate and resolve technical product issues raised by internal and external stakeholders. Accountability in this role is focused on the successful resolutions with our customers. This position serves as the customers’ technical point of contact for Evident’s platform and works to address multiple issues simultaneously.

This is a hybrid position with 3 days working at our office in Kraków.  

• Act as an initial and escalated point of contact for platform related concerns from clients and end-users, handling technical support cases via ticket and email submission
• On occasion, lead virtual meetings with clients to complete technical configuration tasks or investigations
• Investigate and solve technical bugs and questions, escalating with findings where necessary
• Track and manage the progress of technical tickets to drive toward completion within SLA while communicating relevant priority and urgency 
• Create and update process documentation that can be utilized as a basis for training materials and automation
• Work closely with product, development, and customer support teams to align operations with company-wide objectives and ensure continuous process enhancements
• Evaluate support processes to identify areas for improvement and submit relevant tickets for new features or bug fixes
• Achieve platform objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
• Maintain clear communication with internal and external stakeholders regarding support performance, updates, and initiatives

• Bachelor’s Degree
• 2+ years of experience working in a customer-facing Technical Support, Customer Success Engineer, Deployment Engineer or Implementation Engineer role for a technology company
• Strong analytical and problem-solving skills
• Strong desire to be in a Customer-facing role with professional phone skills, a proactive mindset and ability to articulate technical problems effectively
• Experience with SQL
• Experience or desire to learn python and/or shell scripting 
• Experience or desire to learn Restful APIs
• Ability to manage a high volume of clients at any given time
• Highly motivated, independent worker with an entrepreneurial spirit and a strong comfort level in embarking on unfamiliar tasks; must be a quick learner
• Availability to work in afternoons and evenings (up to 10-11 pm)
• Full Professional English (C1)

Why Evident?

• Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers!

• Competitive pay package, including base pay and stock options

• Medical Insurance

• Life Insurance

• Multisport card

• Virtual events, & more!

The Controller of your personal data is Evident ID spółka z ograniczoną odpowiedzialnością, with registered office at Zamknięta 10, 30-554 Kraków. Your data is processed for the purpose of the current recruitment process. Providing data is voluntary but necessary for this purpose. Processing your data is lawful because it is necessary in order to take steps at the request of the data subject prior to entering into a contract (article 6 point 1b of Regulation EU 2016/679 - GDPR). Your personal data will be deleted when the current recruitment process is finished, unless a separate consent is provided below. You have the right to access, correct, modify, update, rectify, request for the transfer or deletion of data, withdrawal of consent or objection.