Principal Technical Support Engineer

This is a fully remote position, open to applicants in Spain.

📋 Description

• Act as the main point of escalation for inquiries related to products and issue tickets.

• Oversee escalated queues and respond in a timely and professional manner.

• Address inquiries regarding product performance and behavior utilizing internal resources and practical experience.

• Conduct investigations into issues employing internal tools, validating API payloads, analyzing requests and responses, reviewing logs, querying databases, examining code, and consulting with subject matter experts.

• Document pertinent information for further escalation.

• Deliver prompt investigative updates and final resolutions, which include ticket closures or escalations.

• Collaborate with Engineering and Data Science teams to determine root causes and document responses for tickets as well as product improvements.

• Record issues and resolutions, and train Support Tier 2 personnel to minimize future escalations.

• Propose enhancements to customer-facing product documentation in conjunction with the Technical Writing team.

• Analyze ticket trends and suggest product enhancements to Product Management and Engineering leadership.

⛳️ Requirements

• A minimum of 4 years in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention context.

• Proficient understanding of GitHub, Postman, REST APIs, JSON schemas, Java, Go, SDKs/libraries, JavaScript front-end technologies, and webhooks.

• Familiarity with certificate management, SQL/NoSQL database querying, application logs, gRPC, and protocol buffers.

• Knowledge of AWS services such as ECS, EKS, S3, Lambda, JMS, and API Gateway.

• Strong analytical skills and the ability to work independently while managing appropriate escalations.

• Capability to convey complex issues in clear business language for customers and elevated tickets.

• Exceptional written and verbal communication skills in English.

• Mitek specializes in digital and biometric identity authentication, fraud prevention, and mobile deposit solutions; familiarity with contemporary identity verification standards, device fingerprinting, behavioral biometrics, risk-scoring logic, Snowflake, Tableau, C++, machine learning principles, and Agile methodologies is advantageous.

🏝️ Benefits

• Options for universal, supplemental, and private healthcare plans based on country specifications.

• Contributions to retirement/pension plans.

• Participation in the MTK stock plan.

• Coverage for life events and disabilities.

• Generous annual leave policy.

• Paid company holidays.

• Time off for volunteer activities.

• Access to an e-learning license.

• Tuition reimbursement opportunities.

• Participation in hackathons.

• Allowance for home office setup.

• Pet insurance coverage.

• Identity theft protection services.

• Legal assistance provided.

• Flexible options to work remotely from a home office or in-person at a Mitek office.