Senior Technical Support Engineer

📋 Description

• Deliver advanced technical support within the specified SLA while ensuring customer satisfaction targets are met.

• Take responsibility for customer issues and see them through to resolution.

• Manage escalations effectively.

• Conduct root cause analysis to prevent recurring customer problems.

• Address complex customer queries through the Support portal independently and professionally.

• Troubleshoot issues related to the Transmit Security Platform reported by customers, including complex functionality and usability challenges.

• Engage effectively with a diverse range of customers with varying needs, including customer development teams, to comprehend the nature of issues, communicate resolution steps, and provide best practice consultations.

• Replicate customer issues in the support testing environment.

• Collaborate with multiple internal teams.

⛳️ Requirements

• Minimum of 6 years experience in technical support engineering.

• Experience in mission-critical environments.

• Proficiency in working with multi-tier and complex applications.

• Hands-on experience with the Linux operating system.

• Strong analytical and troubleshooting abilities are essential.

• A service-oriented attitude with a proactive mindset is required.

• Must be a team player capable of working independently.

• Excellent written and verbal communication skills in English are necessary.

• A BS/BA in Information Technology, Computer Science, or a related field; professional certification is a plus.

• Familiarity with programming languages such as Java, Scala, Python, or bash scripting is beneficial.

• Experience in database management is an advantage.

• Practical knowledge of REST APIs.

• Familiarity with SaaS and cloud environments like GCP, Azure, and AWS.

• Understanding of web-based products across various OS browsers (Cookies, local storage, incognito).

• Knowledge of authentication technologies, including FIDO-based biometrics, authentication, and federation SSO protocols such as OIDC, OAuth, SAML, etc.

• Understanding of Public Key Infrastructure (PKI), X.509 certificates, and SSL/TLS.

• Good knowledge of mobile platforms (iOS, Android) is a significant plus.

🏝️ Benefits

• Impactful Role: Contribute significantly to delivering a market-leading solution to our customers, ensuring fraud protection and seamless user experiences.

• Growth Opportunities: Join a rapidly growing company that offers ample opportunities for professional development and career progression.

• Flexible Work Environment: Remote work options are available for candidates in North America.

• Collaborative Team Culture: Become part of a passionate and innovative team dedicated to making a difference in the security and fraud prevention sector.