Senior Technical Support Engineer

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

📋 Description

• Deliver high-level technical support within the agreed SLA while meeting customer satisfaction objectives.

• Take ownership of customer issues until they are fully resolved.

• Manage escalations effectively.

• Assess root cause analyses to prevent the recurrence of customer issues.

• Resolve complex customer inquiries independently via the support portal.

• Diagnose functionality and usability issues within the Transmit Security Platform.

• Collaborate with customers and their development teams to comprehend issues, communicate solutions, and recommend best practices.

• Replicate customer issues in the support testing environment.

• Work in partnership with various internal teams.

• Act as a Tier 3 escalation point for intricate issues related to identity security, fraud prevention, and CIAM platforms.

• Oversee critical incidents and contribute to product enhancements.

⛳️ Requirements

• Minimum of 6 years of experience in technical support engineering.

• Proven experience in mission-critical environments.

• Experience with multi-tier and complex applications.

• Practical experience with the Linux operating system.

• Strong analytical and troubleshooting abilities.

• Service-oriented mindset with a proactive attitude.

• Capability to work independently while being a team player.

• Exceptional written and verbal communication skills in English.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Familiarity with Java, Scala, Python, or bash scripting is a plus.

• Experience in database management is advantageous.

• Practical knowledge of REST API.

• Familiarity with SaaS and cloud platforms such as GCP, Azure, and AWS.

• Knowledge of web-based products and browser functionalities, including cookies, local storage, and incognito mode.

• Understanding of authentication technologies such as FIDO-based biometrics, OIDC, OAuth, and SAML.

• Knowledge of PKI, X.509 certificates, and SSL/TLS.

• Familiarity with iOS and Android mobile platforms is a plus.

🏝️ Benefits

• Remote work options available for candidates located in North America.

• Opportunities for professional development and career growth.

• A collaborative team culture.

• The chance to play a significant role in providing a market-leading fraud protection and seamless user experience solution.