[F / M, 100%, Remote - Europe / EU time zones only]

Futurae is a Swiss Cybersecurity company enabling users seamlessly authenticate to online, mobile, and smart home device applications. Security and Usability are at the heart of Futurae customer-centric innovations, and what we do, every day. Join our young, international, and fast-paced team with experienced industry leaders hard at work shaping the future of online authentication and transaction signing by solving some of its toughest challenges and at the same time creating outstanding user experiences. Futurae operates in financial services and insurances with increasing exposure in other industries. Visit our website at www.futurae.com to learn more about our solutions and team.

Your mission

The Futurae Customer Support service is one of Futurae’s most important components, contributing to the overall success of the company. As Technical Support Engineer you will be the technical face of our company, providing stellar second-level technical support to all our customers who reach out to us. You will be working closely with our engineers as well as other internal teams in order to coordinate the effort of providing accurate and insightful answers to our customer’s issues and questions. You will be exposed to our customer-facing software stack (from backend APIs, systems, and plugins, to web components, mobile apps, and SDKs) in order to help our customers integrate our APIs and SDKs. In more detail, your responsibilities include:

• Provide second-level technical support to Futurae customers, mainly via our ticketing system (Zendesk), or via phone
• Understand our software stack and collaborate with our engineers for the purpose of providing the best possible customer support experience
• Use internal tools and logs to investigate customer issues and liaise between the customers and the engineering team
• Collaborate with customers (via email, or scheduled calls) to facilitate the integration of our solutions
• Provide customer feedback to our product team
• Participate in 24/7 on-call support schedule
• Contribute to the technical knowledge base with the most frequent support questions, guidelines, common solutions, etc
• Maintain high-quality standards of our support service
• Help define the support pipeline and processes