Location: 
Amsterdam
Position Type: 
Full Time
Team: 
Support

What You’ll Do (Role Description)

Mitek is seeking a Technical Support Engineer to join our global customer support team to help strengthen service to our customers. This person will learn and support Mitek’s products, driving escalation with internal teams as well as interfacing with customers directly in order to resolve issues with our mobile imaging and verification solutions.

A successful candidate must have great communication skills, be passionate, think outside-the-box and possess a true sense of ownership.

Responsibilities

  • Provide client support and technical issue resolution via ticketing system, e-mail, and phone
  • Extensively research and document customer software and technical issues
  • Ensure appropriate level of triage information included in the ticket
  • Research the customer issue using documentation, knowledgebase and self-help documents
  • Update self-help documents so customer/employees can try to fix problems themselves
  • Communicate regularly with other team members about technology issues affecting systems operations and client workflow/production
  • Communicate in a professional, friendly and effective manner, striving to meet company SLAs
  • Configuration and troubleshooting of hosted applications using knowledge base and product manuals
  • Work with customers on identifying the issue via remote sessions
  • Provide training to clients in the use of system and application
  • Obtain understanding of operations system, application operation, configuration, or evidence related to the offered services
  • Identify and correct or advise on operational issues within Mitek’s our our customers’ systems
  • Create new accounts using provided software tools
  • Demonstrate behavior consistent with the company’s vision, mission, and values in all interactions with customers, coworkers and vendors
  • Adhere to all company policies and standards
  • Participate in after-hours on-call, weekend and holiday shift rotation as required
  • Other duties as required 

Who You Are (Soft Skills/Attributes)

  • 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 summarize complex issues simply and effectively

What You Need (Hard Skills/Experience/Abilities)

  • Bachelor’s degree in computer science or related field
  • Minimum 1 year of experience in technical customer support
  • Excellent written and oral communication skills in English and Dutch
  • Must be detail-oriented, organized and have the ability to multi-task
  • A drive for results and customer focus
  • Familiar with evidence-based troubleshooting practice
  • Must be flexible with a ‘can-do’ attitude and have the ability to remain professional under high pressure situations
  • Familiar with web-based applications
  • Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP)
  • Familiar with cloud-based application support
  • Understanding of Microsoft Windows, SQL and IIS
  • Familiar with service desk and incident management systems such as Jira Service Desk
  • Familiar with ITIL or similar frameworks

What Would be Nice (Preferred Skills & Experience)

  • Relevant experience in operating a B2B web platform
  • Knowledge of scripting languages such as Bash, PowerShell, Python or 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