Customer Support Engineer - Tier 1

Join us at Entrust 

At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. 

  

Get to Know Us 

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. 

Position Overview

At Entrust, our Customer Support Engineers are the frontline heroes who ensure our customers receive exceptional support and care. With a deep understanding of our Entrust Identity "Onfido" product suite, they assess, prioritize, and resolve technical issues with empathy and precision. If you're passionate about customer satisfaction, love solving problems, and thrive in a collaborative environment—this role is for you.

We're expanding our Support team to elevate the customer experience and satisfaction. You'll play a key role in identifying recurring issues, analyzing trends, and collaborating with Product and Development teams to address root causes.

This is an excellent role for a candidate who wants to build a career in technical support.

What You’ll Do

• Master the Product: Develop a deep understanding of the Entrust Identity "Onfido" product suite and how our customers use it. Collaborate with engineers, product managers, and mentors to confidently demonstrate solutions.
• Champion the Customer: Deliver a holistic and empathetic customer experience. Adapt your communication style to suit different audiences and ensure clarity at every step.
• Solve Problems: Investigate, debug, and resolve technical issues. Reproduce bugs and work closely with engineering teams to implement fixes.
• Drive Product Improvement: Surface customer feedback and insights to help shape the product roadmap. Maintain accurate documentation and continuously improve internal processes.
• Innovate with Tools: Identify opportunities to automate support tasks using scripts and custom tools that enhance efficiency.
  
  

What You Bring

Basic Qualifications:

• 1-2 years in a Technical Support or Software Support role.
• BSc in Computer Science, Engineering, or a related field.
• Strong empathy and a genuine desire to help others.
• Excellent problem-solving and critical thinking skills.
• Calm, patient, and friendly under pressure.
• Strong time management and multitasking abilities.
• Analytical mindset with experience in system log analysis.
• Skilled in writing clear documentation for Knowledge Bases.
• Independent decision-maker, even with limited information.
• Collaborative team player with a sense of urgency and prioritization.
• Fluent in spoken and written English.
• Must have legal authorization to work in the country of employment.
  
  

Preferred Qualifications

• Experience working in an Agile environment.
• Hands-on experience with at least one programming language (Ruby, Python, or JavaScript preferred).
• Solid understanding of SQL databases and APIs, SDKs, and web applications.
  
  

Why Entrust?

• Be part of a mission-driven company that values innovation and customer success.
• Work with a passionate, supportive, and diverse team.
• Opportunities for growth, learning, and making a real impact.
  
  

Ready to make a difference?

Apply now and help us build a world-class support experience for our customers.

Benefits PT

• 25 days annual leave plus a day off for your Birthday.
• Two paid volunteering days per year.*
• Private Medical Insurance through Allianz*
• Life Assurance (3x Annual Base Salary)*
• Generous paid parental leave
• Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy
• Dedicated learning opportunities including using tools like LinkedIn Learning with availability to use for learning resources such as books, coaches, conferences, courses, podcasts, and more
• Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events
• Expense up to £300 (or local equivalent) to purchase workstation setup equipment
• The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups
  
  

#ENT123

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team: 

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority. 
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle. 
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow. 
  
  

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves. 

Ready to Make an Impact? 

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together. 

  

Apply today! 

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

For US Roles, Or Where Applicable

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian Roles, Or Where Applicable

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [email protected].

Recruiter

James Beck

[email protected]