Technical Support Engineer

Location
United States
Position Type
Full Time
Team
Customer success & support

We’re Mitek, a NASDAQ-listed global leader in mobile capture and digital identity verification solutions built on the latest advancements in AI and machine learning. Our Mobile Verify and Mobile Deposit products power and protect millions of identity evaluations and mobile deposits every day, around the world.

Our future of work is about enabling a smarter, faster, and happier workforce regardless of work location. Whether you prefer to work from a Mitek office or a remote location of your choosing, we'll provide you with the digital excellence, supporting systems & tools, and communication transparency that allows you to do your best, most collaborative work.

This position can be remote in the United States or onsite in our downtown San Diego, California headquarters.

Mitek is seeking a Technical Support Engineer to join our Global Customer Support team based in the United States.  This is a challenging position where you will be responsible for facilitating the resolution of corporate customer questions and issues regarding our cloud-based mobile deposit, mobile imaging, and identity verification software solutions.  Your role will involve interfacing directly with our customers on a daily basis, identifying common issues and driving escalations with our internal teams, creating documentation and guides for customer use, and continuing to learn about new releases and best practices through both company-supported and self-driven professional development resources.

What You Should Bring

  • 3+ years of experience in SaaS, Cloud, API, and SDK application technical support
  • Understanding of web service technologies whether as consumer or provider (REST/JSON, XML/SOAP)
  • Experience with service desk and incident management systems such as Jira Service Desk and ServiceNow
  • Relevant experience 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)

What You Will Do

  • Provide client support and technical issue resolution via our ticketing system, utilizing email, phone calls, and remote sessions
  • Demonstrate to customers best practices for use of Mitek systems and applications
  • Identify and resolve customer issues by researching current documentation and knowledgebase articles; escalate issues as appropriate
  • Provision new accounts, advise on account administration, and identify and correct issues with account configurations
  • Ensure tickets are populated with thorough description of the customer’s issue, your resolution, any steps taken to reproduce the issue, and any other pertinent information
  • Read and understand individual service agreements with customers, and adhere to contractual SLAs
  • Work with cross-functional team members to raise awareness of and resolve technology issues affecting system operations and client workflow/production
  • Create and maintain documentation to promote self-service for customers
I'm interested