Mitek Systems
201 - 500 employees
Founded 1986
🤖 Artificial Intelligence
📋 Compliance
🔐 Security
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.
Principal Technical Support Engineer
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🔥 1 minute ago
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Mitek Systems
201 - 500 employees
Founded 1986
🤖 Artificial Intelligence
📋 Compliance
🔐 Security
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.
📋 Description
• Serve as the primary escalation contact for product questions and issue tickets • Monitor escalated queues and respond promptly and professionally • Answer questions about product behaviors and performance using internal information sources and hands-on experience • Investigate issues using internal tools, API payload validation, request/response analysis, log analysis, database querying, code review, and subject matter experts • Record relevant information for further escalation • Provide timely investigative updates and final resolutions, including ticket closure or escalation • Work with Engineering and Data Science to identify root causes and document ticket answers and product enhancements • Document issues and resolutions and train Support Tier 2 to reduce future escalations • Suggest improvements to customer-facing product documentation in coordination with Technical Writing • Report ticket trends and recommend product improvements to Product Management and Engineering leadership
🎯 Requirements
• 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, SDKs/libraries, JavaScript front-end, web technologies, and webhooks • Knowledge of certificate management, SQL/NoSQL database querying, application logs, gRPC and protocol buffers • Knowledge of AWS services including ECS, EKS, S3, Lambda, JMS, and API Gateway • Strong problem-solving skills and ability to work independently with appropriate escalations • Ability to translate complex issues into clear business language for customers and escalated tickets • Excellent English-language written and oral communication skills • Mitek develops digital and biometric identity authentication, fraud prevention, and mobile deposit solutions; familiarity with modern identity verification standards, device fingerprinting, behavioral biometrics, risk-scoring logic, Snowflake, Tableau, C++, machine learning principles, and Agile methodologies is preferred
🏖️ Benefits
• Universal, supplemental, and private healthcare plan choices based on country specifics • Retirement/pension plan contributions • MTK stock plan participation • Life event & disability coverage • Generous annual leave • Company holidays • Volunteer time off • E-learning license • Tuition reimbursement • Hackathons • Home office setup allowance • Pet insurance • Identity theft protection • Legal assistance • Flexible choice to work remotely from a home office or in-person from a Mitek office
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