Technical Support Engineer (Remote)

Mitek is seeking a Technical Support Engineer to join the Global Customer Support team, taking on a consultative approach with specific strategic accounts and helping facilitate and guide the resolution of questions and issues for our identity verification solutions and check deposit solutions.  You will support Mitek products, drive escalations with internal teams, and interface with strategic customers directly.

• Lead client support and technical issue resolution for assigned strategic customers including:
• --Building rapport and understanding your customers’ business needs and objectives. 
• --Acting as representative when end users reach out and need guidance.
• --Monitoring support metrics and providing monthly reports detailing all incidents/tickets in the previous month. 
• --Acting as reliable resource when client admins need help with incidents and complex queries. 
• --Extensively researching customer issues, creating and maintaining documentation to promote self-service for customers.
• --Providing on-demand technical guidance and troubleshooting.
• --Working 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 customer, co-workers and vendors.

• Thrives in a fast-paced team-focused culture and adapts to a changing environment.
• Data-driven, strategic mindset.
• Logical and creative problem-solving.
• Excellent interpersonal and relationship management skills.
• Planning, organization, and facilitation skills.
• Ability to manage and influence others (both within and outside your own direct work-group).
• Ability to summarize complex issues simply and effectively.

• Bachelor’s degree in computer science, a related field, or otherwise equivalent experience.
• Minimum 3 years’ experience in support. 
• Excellent written and oral communication skills.
• A drive for results and customer focus.
• Familiar with evidence-based troubleshooting practice.
• Must be flexible with a “can do” attitude with the ability to remain professional in high-pressure situations.
• 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 SaaS operation models and customer support.
• Familiar with service desk and incident management systems such as Zendesk.

• Relevant experience in operating a B2B web platform.
• Knowledgeable of API integration.
• Knowledge of scripting languages such as Python, PowerShell and Bash.
• Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS).