Location: 
San Diego, CA
Position Type: 
Full Time
Team: 
Customer Support

What You’ll Do (Role Description)

The Manager, Global Customer Support will be an integral part of Mitek’s Customer Success organization, both managing our global support team, as well as interfacing with customers directly in order to resolve issues with our Mobile Imaging & Verification Solutions via phone, email, ticketing systems, and other channels. You will interact with internal stakeholders as well as client teams in order to ensure these issues are taken care of.

Responsibilities

  • Manage a global support team located between our U.S. and EMEA sites
  • Manage the transition to our new ticketing system, Salesforce Service Cloud, getting the team trained for its use going forward
  • Take part in a 24/7 on-call support schedule for our customers globally
  • Take ownership of customer issues reported and see problems through to resolution
  • At times, personally research, diagnose, troubleshoot and identify solutions in order to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of support ticket tech notes 
  • Provide regular updates to support team manager

Who You Are (Soft Skills, Attributes)

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
  • Data-driven, strategic mindset
  • Logical and creative problem-solving
  • Excellent interpersonal and relationship management skills
  • Planning, organization, and facilitation skills
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively

What You Need (Skills/Experience/Abilities)

  • Bachelor’s degree in computer science/related technical field or equivalent experience; Master’s degree a plus
  • 8-10+ years’ experience within a technical support function
  • 2-3+ years’ experience in managing direct reports in a technical support function
  • Working knowledge of web-based systems architecture, service-based architecture, enterprise application architecture
  • Working knowledge of server technologies, including utilities and scripting
  • Working knowledge of web service technologies (REST/JSON, XML/SOAP, WCF)
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Knowledge of mobile landscape and trends desired

What We Can Offer You

  • Exceptionally transparent and fair corporate culture: freedom to apply own ideas/initiatives
  • Dynamic working environment with innovation, collaboration and results the focal points
  • Development opportunities on both a personal and professional level
  • International outlook – global customer network
  • Supplied lunches enjoyed together
  • Competitive salary

About Mitek

"Accelerating the digital transformation of business through intelligent mobile capture."

Mitek (NASDAQ: MITK) is an innovator in Artificial Intelligence and Machine Learning that simplify everyday tasks.

We are a global leader in mobile capture and digital identity verification software solutions. Mitek’s ID verification allows an enterprise to verify a user’s identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users’ experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 5,900 organizations and used by tens of millions of consumers for mobile check deposit, new account opening, insurance quoting, and more. 

We have a track record of breakthrough achievements that have helped to transform mobile banking and the identity authentication markets. As a result, we have grown globally with offices in the UK, Spain and the Netherlands.  

We’re looking for team members that live our core values of Delivering, Learning and Caring.

Apply Now