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Principal Technical Support Engineer

4 weeks, 2 days ago
Spain
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Agile AWS C++ Computer Vision GitHub Go gRPC Java JavaScript Machine Learning Postman REST API Snowflake SQL Tableau
Apply Now
Mitek Systems

Mitek Systems

Mitek Systems develops and provides mobile capture and identity verification software solutions that enable enterprises to securely verify user identities and facilitate transactions through mobile devices, enhancing customer experiences while preventi...

Communications Equipment
251-1K
Founded 1985
View All Jobs 4

Description

  • Monitor escalated support queues and respond to tickets promptly and professionally.
  • Answer customer and internal questions about product behavior and performance.
  • Investigate issues using internal tools, API payload validation, request/response analysis, log analysis, database queries, and code review where needed.
  • Document findings and compile sufficient information for further escalation when issues cannot be resolved immediately.
  • Provide timely status updates and final resolutions for handled tickets.
  • Partner with Engineering and Data Science to identify root causes and document product enhancements.
  • Mentor Customer Support Tier 2 by documenting resolutions and training to reduce future escalations.
  • Coordinate with Technical Writing to improve customer-facing documentation and reduce support volume.
  • Report ticket trends and recommend product improvements to Product Management and Engineering leadership.

Requirements

  • 4+ years of experience in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
  • Working knowledge of GitHub, Postman, REST APIs, JSON schemas, Java, Go, SDKs/libraries, JavaScript front-end, web technologies, and webhooks.
  • Experience with certificate management, SQL/NoSQL database querying, reading and interpreting application logs, gRPC, protocol buffers, and AWS services including ECS, EKS, S3, Lambda, JMS, and API Gateway.
  • Strong problem-solving skills and comfort working independently with appropriate escalations as needed.
  • Ability to translate complex issues into clear business language for customers and escalated tickets.
  • Excellent written and verbal English communication skills for global customers and internal partners.
  • Familiarity with modern identity verification standards, device fingerprinting, behavioral biometrics, or risk-scoring logic (preferred).
  • Snowflake usage (preferred).
  • Tableau usage and report building (preferred).
  • C++ experience (preferred).
  • Knowledge of machine learning principles (preferred).
  • Experience with agile methodologies and practices (preferred).

Benefits

  • Flexible Virtual 1st work model with remote, in-office, or hybrid options.
  • Universal, supplemental, and private healthcare plan choices based on country specifics.
  • Retirement/pension plan contributions and MTK stock plan participation.
  • Life event and disability coverage.
  • Generous annual leave, company holidays, and volunteer time off.
  • E-learning license, tuition reimbursement, and hackathons.
  • Home office setup allowance.
  • Optional pet insurance, identity theft protection, and legal assistance.

Interested in this position?

Apply directly on the company website

Apply Now

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