Sr Technical Support Engineer

Location
Barcelona
Position Type
Full Time
Team
Customer success & support

We’re Mitek, the global leader in identity verification and mobile banking SaaS solutions. Our Mobile Verify and Mobile Deposit products are embedded into the apps of over 7,500 companies and used by over 80 million consumers worldwide to transform common in-person tasks into secure, convenient digital remote transactions.

At Mitek, we are successfully working 100% from our homes worldwide during this unprecedented time.  We will be until such a time that we can ensure the wellbeing of our teams in an office setting. As such, your experience with us from introduction to interview to onboarding will be a virtual one.  See the carousel on our Mitek Careers page for our video on Mitek at a distance.

A successful Senior Technical Support Engineer will work primarily with enterprise partners and customers of Mitek’s mobile imaging and verification solutions. Responsibilities will include triaging and resolving highly-complex, technical and application-related issues that impact product performance in production or customer-development environments, or issues that directly hamper a broader adoption of Mitek’s products.

We are looking for candidates with strong commercial technical support experience.  You should also have extensive experience in the areas of web-based systems architecture, service-based architecture and enterprise applications. A successful candidate will also have a strong sense of ownership, able to think outside-the-box, possess great communication skills with the ability to mentor other team members.

Main Responsibilities

  • Lead support case resolution efforts for assigned customer cases using defined company processes and tools
  • Extensively research and document customer software and technical issues in the internal knowledgebase
  • Manage service requests, customer issues, incidents and escalations
  • Monitor and prioritize assigned issues regardless of case geography to assure prompt customer response and follow up
  • Utilize company tools and processes to document all support activity
  • Provide product specific support training and mentoring to new and existing support team members
  • Serve as subject matter expert for Mitek’s products
  • Produce knowledge articles to improve resolution time and reduce customer impact on known issues
  • Review and approve knowledge articles created by other members of the support team
  • Participate in after hours on call, weekend and holiday shift rotation as required

Who You Are

  • 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

  • Bachelor’s degree in computer science, a related field or otherwise equivalent experience
  • Minimum 3 years’ experience in support and Cloud operations
  • Excellent written and oral communication skills
  • A drive for results and customer focus
  • Familiar with evidence-based troubleshooting practice
  • Must be flexible with a “can do” attitude with the ability to remain professional in high pressure situations
  • 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 SaaS operation models and customer support
  • Familiar with service desk and incident management systems such as Jira Service Desk

What Would be Nice

  • Relevant experience in operating a B2B web platform
  • Knowledge of scripting languages such as Bash, PowerShell, Python, Ruby
  • Experience with Linux operating systems
  • Familiar with monitoring tools such as ElasticSearch, Kibana, Zabbix, etc.
  • Familiar with ITIL or similar frameworks
I'm interested