Location: 
Barcelona
Position Type: 
Full Time
Team: 
Support

Due to our continued growth, we are hiring a Senior Technical Support Engineer to join us in our Barcelona office.

A successful Senior Technical Support Engineer 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 experience.  You should also have strong experience in areas such as web-based systems architecture, service-base architecture, and enterprise applications. A successful candidate will also have a strong sense of ownership, be able to think outside the box, have great communication skills, and the ability to mentor other team members. 

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.

Who you are

  • 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.
  • The following skills are preferred, but not required:
  • 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.

About Mitek

Mitek - (NASDAQ: MITK) - is a global cloud-technology, artificial intelligence and machine learning leader in mobile capture and identity verification software solutions. Mitek’s identity 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 6,500 organizations globally 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 transform mobile banking and the identity verification markets. As a result, we are a NASDAQ-listed company and have grown globally at 30% annually for 5+ years, with headquarters in San Diego, CA and offices in the London, Paris, Amsterdam, Barcelona, Madrid and New York City.

This is a very dynamic and fast-paced work environment.  A high degree of leadership and commitment are essential. We’re looking for team members that live our core values of Delivering, Learning and Caring.

Apply Now