Mitek is looking for our newest Sr. Technical Support Engineer to join our Global Customer Support team, taking on a consultative approach with specific strategic accounts and helping facilitate and guide the resolution of questions and issues for our identity verification solutions. You will support Mitek products, drive escalations with internal teams, and interface with our customers directly.
Key Responsibilities
- Lead client support and technical issue resolution for assigned strategic customers.
- Build rapport and understand your customers’ business needs and objectives.
- Act as seamless representative on behalf of our clients when end users reach out directly and need routing and assistance.
- Monitor support metrics and provide monthly reports detailing all incidents/tickets in the previous month.
- Act as reliable advocate when client admins need help with incidents and complex queries.
- Extensively research customer issues, creating and maintaining documentation to promote self-service for customers.
- Provide on-demand technical guidance and troubleshooting.
- Work in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.
- Serve as a subject matter expert (SME) for Mitek’s products.
- Communicate regularly with cross-functional team members about technology issues affecting systems operations and client workflow/production.
- Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customers, co-workers and vendors.
Who You Are (Soft Skills)
- Driven by the thrill of a problem solved.
- Thrives in an environment where you’re trusted to own solutions and show your skills so long as you communicate well and think about the stakeholders.
- Able to adapt and contribute to an evolving team and business.
- Flexible with a “can do” attitude and the ability to remain professional in high-pressure situations.
- Logical and creative problem-solving.
- Planning, organization, and facilitation skills.
- Ability to manage and influence others (both within and outside your own direct work-group).
- Excellent interpersonal and relationship management skills.
- Excellent written and oral communication skills.
- Ability to summarize complex issues simply and effectively.
What You Need (Qualifications)
- Bachelor’s degree in computer science, a related field, or otherwise equivalent experience.
- Knowledge, skills and abilities typically gained through 5+ years of experience in Customer Support or equivalent experience.
- Willingness and ability to work on-call.
- A drive for results and customer focus.
- Familiar with evidence-based troubleshooting practice.
- Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP).
- Knowledgeable about networking (TCP/IP and DNS).
- Knowledgeable of Microsoft Windows, SQL, and IIS.
- Familiar with software distribution and SDK business model.
- Understanding of SaaS operation models and customer support.
- Familiar with service desk and incident management systems such as Zendesk.
What Would Be Nice (Preferred Skills)
- Ability to work Pacific Standard Time (PST) hours.
- Relevant experience in operating a B2B web platform.
- Knowledgeable of API integration.
- Knowledge of scripting languages such as Python, PowerShell and Bash.
- Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS).
$65,000 - $85,000 a year
We are proud to offer competitive salary ranges aligned to industry standards. Please note that our ranges are representative and individual compensation specifics may vary based upon experience level, professional competencies and geographic differentials.