Senior Customer Support Engineer

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

📋 Description

• Deliver second-tier technical assistance for Outseer Fraud Manager and Outseer 3D-Secure products.

• Address escalated concerns from the frontline support team.

• Utilize structured troubleshooting methods including problem identification, research, isolation, and resolution.

• Diagnose and rectify intricate technical product issues.

• Collaborate with product development, engineering, and quality assurance teams.

• Offer technical guidance and mentorship to junior support engineers.

• Engage in project delivery, product implementation, and deployment.

• Create and maintain troubleshooting guides and knowledge base articles.

• Keep customers informed throughout the support process regarding progress and expected outcomes.

• Recognize trends in customer issues and provide insights to product development.

• Remain updated with product features and enhancements.

• Contribute to process improvements and the optimization of support workflows.

⛳️ Requirements

• Bachelor’s degree in a technical field (Engineering, Computer Science, Information Systems, etc.) or equivalent of 4 years’ experience in customer support roles.

• Exceptional verbal and written communication abilities.

• Strong analytical and problem-solving skills.

• Capability to perform well under pressure and manage multiple customer requests at once.

• Keen attention to detail and robust organizational skills.

• Proficiency in working with various databases and standard web architectures.

• Ability to work both independently and as part of a team.

• Commitment to delivering outstanding customer service and ensuring high customer satisfaction.

• Openness to learning and adapting to new technologies and product updates.

• Flexibility to work varied hours, including weekends and holidays.

• Familiarity with administration of J2EE web applications (Tomcat/WebSphere/WebLogic/JBoss) is a plus.

• Basic understanding of networking concepts, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking.

• Knowledge of 2FA/MFA, Single Sign-On, 3D Secure, and the EMVCo payment framework.

• Basic understanding of LAMP/MEAN stack applications.

• Familiarity with database technologies and SQL queries.

• Basic knowledge of HTML, JavaScript, and PHP.

• Basic understanding of API and SOAP methodologies.

• Familiarity with Java or other programming languages.

• Understanding of SSL/TLS encryption.

• Willingness to work in a 24x7x365 environment, including shift work, holidays, and on-call responsibilities.

🏝️ Benefits

• Equal employment opportunity.

• Work environment free of discrimination and harassment.