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

What You’ll Do (Role Description)

Mitek is seeking a Global Customer Support Manager to help strengthen our both our support and SaaS operations, with Global Customer Support as an integral part of the larger Global Cloud operation organization. This individual will manage support teams as well as interface with customers directly in order to resolve issues with Mitek Mobile Imaging and Verification solutions. 

A successful candidate must have great communication skills, be passionate about their work and able to think outside-the-box, taking a sense of ownership. 

Responsibilities

  • Manage a global support team located between multiple regions (US and EMEA)
  • Take ownership of the customer issues reported and see the problem through to resolution
  • Manage the service request, customer issues, incidents and escalations
  • Own and manage escalation path for multiple product and operational teams
  • Develop and implement policies and procedures within the support
  • Proactively monitor, verify integrity, and availability of all the network, applications, and services across the business landscape in a 24x7x365 environment
  • Proactively monitor and respond to customer related issues discovered within production environments
  • Hire, train, mentor, and develop support team members
  • Develop and maintain training requirements with personnel and assess staff performance in event management activities
  • Development and measurement of the KPIs
  • Monitor and respond to platform-related issues through automated and remediation techniques
  • Lead and partner with Product teams to create internal and external-facing knowledgebase for support and customers
  • Responsible for operations dashboards, operational results, reporting system, network uptime, performance standards and KPI metrics
  • Participate in on-call schedule to provide 24x7 support, troubleshooting, and incident management

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 or related field
  • Minimum 4 years’ experience in support and cloud operations
  • 2-3 years’ experience in managing direct reports in technical support or a network operations center (NOC)
  • Expert in web-based systems architecture, service-base architecture, and enterprise applications
  • Knowledgeable and proficient in web service technologies (REST/JSON, XML/SOAP, WCF, API’s, IIS)
  • Knowledgeable of Windows and Linux operation systems
  • Familiar with software distribution and SDK business model
  • Understanding SaaS operation models and customer support
  • Excellent written and oral communication skills
  • Knowledgeable of monitoring, alerting, and log-management solutions (i.e. Zabbix, Nagios, Splunk, ElasticSearch)
  • Must be detail-oriented, organized and have the ability to multitask
  • A drive for results and customer focus
  • Must be flexible with a “can do” attitude and have the ability to remain professional under high pressure situations
  • Familiar with service desk and incident management systems such as Desk, SalesForce Service Cloud, or Jira
  • Familiar with ITIL or similar frameworks

What Would Be Nice to Have

  • Relevant experience in operating a B2B web platform
  • Knowledge of scripting languages such as Bash, PowerShell, Python, Ruby

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 6,100 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, the Netherlands and Spain.  

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

Apply Now