Sr. Technical Support Engineer

Job Description

• Lead client support and technical issue resolution for assigned strategic customers. • Build rapport and understand your customers’ business needs and objectives. • Act as 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. • Act as reliable advocate when client admins need help with incidents and complex queries. • Extensively research customer issues, creating and maintaining 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 (SME) for Mitek’s products. • Communicate regularly with cross-functional team members about technology issues affecting systems operations and client workflow/production. • Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customers, co-workers and vendors.

Qualifications

• Bachelor’s degree in computer science, a related field, or otherwise equivalent experience. • Knowledge, skills and abilities typically gained through 5+ years of experience in Customer Support or equivalent experience. • Willingness and ability to work on-call. • A drive for results and customer focus. • Familiar with evidence-based troubleshooting practice. • 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 of SaaS operation models and customer support. • Familiar with service desk and incident management systems such as Zendesk.

Benefits

• Virtual 1st work environment • Flexibility in work location • Diversity and inclusion focus • Stronger teams through diverse perspectives