Customer Support Engineer - EMEA

Fingerprintempowers developers to stop online fraud at the source.

We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies.We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS (20K stars on GitHub).

We have raised $77Mand are backed by Craft Ventures (previously invested inTesla,Facebook,Airbnb), Nexus Venture Partners (previously invested in Postman, Apollo.io, MinIO, Druva)and Uncorrelated Ventures (previously invested inRedis,Rollbar&Gradle).

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Fingerprint recruiting email communications will always come from the @fingerprint.com domain. Any outreach claiming to be from Fingerprint via other sources should be ignored.

As a Customer Support Engineer at Fingerprint, you’ll have the opportunity to become a leading expert in our product and be the face of Fingerprint to our users as they sign up and experience the product for the first time. Each user has unique needs, and you will act as a trusted advisor, helping them effectively leverage our product to drive maximum impact for their business.

You will help customers with onboarding, questions, feature requests, and bug reports via 1:1 video calls and emails. You'll educate them about best practices and help them navigate our API, integrations, and features. Armed with this experience, you’ll be a liaison between the product team and our customers. Within the organization, you will amplify our customers’ voices in product development, and encourage that dialogue through our support channels.

What You’ll Do

• Onboarding & Integration: Conduct 1:1 onboarding consultations to assist customers in seamlessly integrating our APIs into their web and mobile applications.
• Technical Support: Serve as the primary technical contact for our customers, addressing inquiries, troubleshooting issues, and providing effective solutions.
• Customer Advocacy: Act as a liaison between the product team and customers, amplifying customer voices in product development.
• Proactive Monitoring: Monitor API usage and performance to identify and resolve potential issues before they impact customers.
• JavaScript Expertise: Utilize your JavaScript skills to craft sample code snippets and offer tailored recommendations to optimize customer integrations.
• Automation: Develop automation scripts for API testing, validation, and monitoring processes.
• Education & Relationship Building: Educate users on product nuances, build strong relationships, manage the self-service book of business, and identify expansion opportunities.
• User Engagement: Increase user adoption and activation through training, consultations, demos, and office hours.

Who You Are

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• You enjoy talking to people and helping them solve their problems.
• 3-5 years in a customer-facing role, preferably as a Customer Success Engineer, Technical Support Engineer, or similar role, with a focus on API products.
• Strong proficiency in JavaScript and a solid understanding of API concepts, RESTful architecture, and web services.
• Strong written and verbal skills in English.
• Naturally empathetic, with a willingness to step into customers’ shoes.
• Some familiarity with SQL.

Nice-to-Haves

• Experience with API testing tools and frameworks.
• Experience with mobile app development.

The base salary range for this role is $70,000 - $80,000 + bonus

For cash compensation, we set standard ranges for all US based roles based on function, level and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.