Sr. Technical Support Engineer

at  Mitek Systems

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.
At Mitek, we believe that teams are stronger and more innovative when they have the range of opinions and perspectives that come from diversity. Very simply, we know that diversity is a foundational strength for our organization. A diverse workforce makes for stronger teams as a wider breadth of thinking and experience broadens the power of our collective mind. Building stronger teams is foundational to serving our customers comprehensively, innovating our products and solutions, and enabling more impactful decision-making across our business.
We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.
Mitek is looking for our newest Senior Technical Support Engineer to join our Global Customer Support team, taking on a consultative approach with specific strategic accounts and helping facilitate and guide the resolution of questions, QA and issues for our identity verification solutions. You will support Mitek products, drive escalations with internal teams, and interface with our customers directly.

WHO YOU ARE (SOFT SKILLS):

• Problem Solving: Enjoys resolving challenges through logical and creative approaches.
• Autonomy and Accountability: Thrives in roles that require taking ownership of solutions, maintaining clear communication, and considering stakeholder perspectives.
• Adaptability: Skilled at adjusting to team and business changes and contributing effectively.
• Communication: Strong at interpersonal interactions, managing relationships, and simplifying complex issues for clarity.
• Leadership and Influence: Capable of leading and influencing both within and outside one’s immediate team.
• Organizational Ability: Proficient in planning, organizing, and facilitating tasks and events.
• Professionalism and Resilience: Maintains a positive, can-do attitude and professionalism under pressure, focusing on results and customer satisfaction.
• Availability: For occasional on-call duties.

WHAT YOU NEED (QUALIFICATIONS)

• Bachelor’s degree in computer science, a related field, or equivalent experience.
• Minimum 5 years’ experience in support.
• Excellent written and oral communication skills.
• Experience in smoke-testing new features to product documentation.
• Familiar with evidence-based troubleshooting practice.
• Knowledgeable and proficient in web service technologies, whether as a consumer or provider (REST/JSON, XML/SOAP).
• Knowledgeable about networking (TCP/IP and DNS).
• Knowledge of Microsoft Windows, SQL, and IIS.
• Familiarity with software distribution and SDK business model.
• Understanding SaaS operation models and customer support.
• Familiar with service desk and incident management systems such as Zendesk.

WHAT WOULD BE NICE (PREFERRED SKILLS & EXPERIENCE):

• Relevant experience in operating a B2B web platform.
• Relevant expertise in identity verification software.
• 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).

• Lead client support and technical issue resolution for assigned strategic customers.
• Build rapport and understand your customers’ business needs and objectives.
• Act as a seamless representative on behalf of our clients when end users reach out directly and need routing and assistance.
• Monitor support metrics and provide monthly reports detailing all incidents/tickets in the previous month.
• Reliable advocate when client admins need help with incidents and complex queries.
• Consult on new feature testing to product documentation.
• Extensively research customer issues and create and maintain documentation to promote self-service for customers.
• Provide on-demand technical guidance and troubleshooting.
• Work in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.
• Serve as a subject matter expert for Mitek’s products.
• Communicate regularly with cross-functional team members about technology issues affecting systems operations and client workflow/production.
• Demonstrate behaviours consistent with the company’s vision, mission, and values in all interactions with customers, co-workers and vendors.