Principal Technical Support Engineer
Mitek · Digital Identity Authentication
- Work arrangement: fully remote
- Employment type: Full Time
- Salary: €37k - €56k EUR/yr
- Seniority: senior
- Posted:
Job description
Position:
Principal Technical Support Engineer
Company:
Mitek
Compensation:
€37,000 - €56,000 a year
Location:
Spain
Employment type:
Full Time
Work Arrangement:
Remote
Short Summary:
The Principal Technical Support Engineer will be the primary escalation contact for product questions/issue tickets, utilizing product knowledge and technical expertise to resolve issues or escalate as necessary.
Responsibilities:
- Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally.
- Responding to Questions – Providing answers about product behaviors and performance.
- Investigating Issues – Researching issues using internal tools and consulting subject matter experts.
- Providing Timely Updates – Communicating the investigative process and final resolutions.
- Liaising with Engineering/Data Science – Working with teams to identify root causes and document answers.
- Mentoring Customer Support – Training Support Tier 2 to reduce future escalations.
- Coordinating with Technical Writing – Suggesting improvements to product documentation.
- Report on Ticket Trends – Providing reports and recommendations to improve products.
Requirement:
- 4+ years in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
- Working understanding of Github, Postman, REST APIs, JSON schemas, Java, Go-Lang, SDKs/libraries, Javascript, and AWS services.
- Strong problem-solving skills and ability to communicate complex issues clearly.
- Excellent English-language written and oral communication skills.
Benefits:
- Wellness: Healthcare plan choices based on country specifics.
- Financial future: Retirement/pension plan contributions, MTK stock plan participation.
- Income protection: Life event & disability coverage.
- Paid time off: Generous annual leave, company holidays, volunteer time off.
- Learning: E-learning license, tuition reimbursement, hackathons.
- Home office setup allowance.
- Additional benefits: Pet insurance, identity theft protection, legal assistance.
Principal Technical Support Engineer
Company:
Mitek
Compensation:
€37,000 - €56,000 a year
Location:
Spain
Employment type:
Full Time
Work Arrangement:
Remote
Short Summary:
The Principal Technical Support Engineer will be the primary escalation contact for product questions/issue tickets, utilizing product knowledge and technical expertise to resolve issues or escalate as necessary.
Responsibilities:
- Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally.
- Responding to Questions – Providing answers about product behaviors and performance.
- Investigating Issues – Researching issues using internal tools and consulting subject matter experts.
- Providing Timely Updates – Communicating the investigative process and final resolutions.
- Liaising with Engineering/Data Science – Working with teams to identify root causes and document answers.
- Mentoring Customer Support – Training Support Tier 2 to reduce future escalations.
- Coordinating with Technical Writing – Suggesting improvements to product documentation.
- Report on Ticket Trends – Providing reports and recommendations to improve products.
Requirement:
- 4+ years in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
- Working understanding of Github, Postman, REST APIs, JSON schemas, Java, Go-Lang, SDKs/libraries, Javascript, and AWS services.
- Strong problem-solving skills and ability to communicate complex issues clearly.
- Excellent English-language written and oral communication skills.
Benefits:
- Wellness: Healthcare plan choices based on country specifics.
- Financial future: Retirement/pension plan contributions, MTK stock plan participation.
- Income protection: Life event & disability coverage.
- Paid time off: Generous annual leave, company holidays, volunteer time off.
- Learning: E-learning license, tuition reimbursement, hackathons.
- Home office setup allowance.
- Additional benefits: Pet insurance, identity theft protection, legal assistance.
Skills
- ecs
- eks
- github
- grpc
- java
- javascript
- jms
- lambda
- nosql
- postman
- restapi
- s3
- sql
- web_technologies
Languages
EN
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