Technical Support Engineer (L2)

Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets.

Trusted by over 4,000 clients across financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, Kaizen Gaming, and Bancaribe.

Sumsub is recognized as a Great Place To Work® in the US and rated 4.3 out of 5 on Glassdoor. Our 1,000+ people around the world back it up, too: 92% are proud to be Sumsubers, and 90% say their work is interesting and challenging.

Now we are looking for a Technical Support Engineer to join our team!

What You Will Be Doing:

• Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for our B2B clients.
• Performing a technical analysis of reported problems and define 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.

About You:

• Fluent in English & Mandarin (both oral and written, upper-intermediate as a minimum).
• 1+ year of experience in technical support, preferably for SaaS, web, or mobile applications. (L1 experience and a clear drive to grow into more technical work is welcome.)
• Confident with web fundamentals: HTTP requests and status codes, REST APIs, JSON, and debugging network requests in the browser's developer console.
• Able to read and write basic SQL queries to investigate data-related issues.
• Understanding of how requests flow through web and mobile SDK integrations, from the client through to the backend - enough to narrow a problem down to the right layer.
• A genuine, customer-first attitude: friendly, patient, and sincerely motivated to help.
• Analytical mindset and the ability to stay oriented in a large, constantly changing flow of information.

Would be considered a plus:

• Hands-on experience with Postman or similar tools for API troubleshooting.
• Familiarity with logging and monitoring tools (e.g. Grafana, Kibana, Datadog).
• Understanding of KYC/AML, identity verification, or fintech/compliance domains.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers.
• 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.
• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone.
• 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.
• Growth built in. Clear goals, open feedback and personal development plans.
• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year.
• 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.

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.