Sr. Technical Support Engineer

Position Type
Full Time

You will work primarily with enterprise partners and customers of Mitek’s Mobile Imaging and Verification solutions. Responsibilities include triaging and resolving highly complex, technical, and application-related issues which impact product performance in production or customer development environments, or issues that directly hamper a broader customer adoption of Mitek products.  We are looking for candidates with strong commercial technical support, in areas such as web-based systems architecture, service-base architecture, and enterprise applications. 

What you will do

  • 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 knowledge-base.
  • 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 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.

What you need

  • Bachelor’s degree in computer science or related field or equivalent experience.
  • Minimum 3 years of 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.
  • Familiar with ITIL or similar frameworks.

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.
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