Technical Support Engineer

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November 4

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Mitek Systems

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Artificial Intelligence • Compliance • Security

Mitek Systems is a leading provider of identity verification and biometric authentication solutions, serving a wide array of industries. It specializes in technologies such as mobile capture, biometric authentication, and fraud detection, offering AI-driven solutions to enhance compliance, security, and customer onboarding processes. Mitek Systems is renowned for its pioneering Mobile Deposit technology and its 4-dimensional biometric authentication, which includes face and voice liveness detection. The company focuses on protecting against financial fraud and ensuring compliance with regulatory standards, helping businesses to build customer trust through secure and seamless user experiences.

201 - 500 employees

Founded 1986

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

📋 Description

• 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.

🎯 Requirements

• 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.