Technical Support Engineer - Remote

Overview

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.

In Short

• Lead client support and technical issue resolution for assigned strategic customers.
• Build rapport and understand customers’ business needs and objectives.
• Act as a representative when end users reach out for guidance.
• Monitor support metrics and provide monthly reports.
• Research customer issues and create documentation for self-service.
• Provide on-demand technical guidance and troubleshooting.
• Work with Customer Success Manager to oversee requests and issues.
• Serve as a subject matter expert for Mitek’s products.
• Communicate with cross-functional teams about technology issues.
• Demonstrate company vision, mission, and values in all interactions.

Requirements

• Bachelor’s degree in computer science or equivalent experience.
• Minimum 3 years’ experience in support.
• Excellent written and oral communication skills.
• Data-driven, strategic mindset.
• Logical and creative problem-solving skills.
• Excellent interpersonal and relationship management skills.
• Planning, organization, and facilitation skills.
• Ability to manage and influence others.
• Ability to summarize complex issues simply and effectively.

Benefits

• Thrives in a fast-paced team-focused culture.
• Flexible with a “can do” attitude.
• Remain professional in high-pressure situations.
• Knowledgeable in web service technologies.
• Understanding of SaaS operation models and customer support.
• Familiar with service desk and incident management systems.
• Relevant experience in operating a B2B web platform is a plus.
• Knowledgeable of API integration.
• Familiarity with scripting languages like Python, PowerShell, and Bash.
• Understanding of Microsoft Windows Servers and IIS.