Senior Customer Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇪🇬 Egypt – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Outseer

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🔒 Cybersecurity

☁️ SaaS

Fintech • Cybersecurity • SaaS

Outseer is a transactional risk management and fraud prevention company that provides a suite of AI- and machine learning-powered products (including a risk engine, behavioral biometrics, 3‑D Secure, Fraud Manager, and FraudAction) and a consortium data network to detect and stop payment fraud, scams, phishing, mule accounts, and other financial threats. Its platform and services are delivered to banks, card issuers, payment processors, and other financial institutions to reduce fraud while preserving customer experience.

📋 Description

• Provide second-tier technical support for Outseer Fraud Manager and Outseer 3D-Secure products • Handle escalated issues from the frontline support team • Use structured troubleshooting covering problem recognition, research, isolation, and resolution • Diagnose and resolve complex technical product issues • Collaborate with product development, engineering, and quality assurance teams • Provide technical guidance and mentoring to junior support engineers • Participate in project delivery, product implementation, and deployment • Develop and maintain troubleshooting guides and knowledge base articles • Communicate with customers throughout the support process about progress and expected resolutions • Identify customer issue trends and provide feedback to product development • Stay current with product features and updates • Contribute to process improvement and support workflow optimization

🎯 Requirements

• Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems, etc.) or equivalent of 4 years’ experience in customer support roles • Excellent verbal and written communication skills • Strong problem-solving and analytical skills • Ability to work well under pressure and manage multiple customer requests simultaneously • Attention to detail and strong organizational skills • Proficiency working with multiple databases and standard web architectures • Ability to work independently and collaboratively • Dedication to exceptional customer service and high customer satisfaction • Willingness to learn and adapt to new technologies and product updates • Availability for flexible hours, including weekends and holidays • Knowledge of administration with J2EE web applications (Tomcat/WebSphere/WebLogic/JBoss) is a bonus • Basic networking knowledge, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking • Knowledge of 2FA/MFA, Single Sign-On, 3D Secure, and EMVCo payment framework • Basic understanding of LAMP/MEAN stack applications • Understanding of database technologies and SQL queries • Basic HTML, JavaScript, and PHP • Basic API and SOAP methodologies • Understanding of Java or other programming languages • Understanding of SSL/TLS encryption • Availability to work in a 24x7x365 organization, including shift work, holidays, and on-call responsibilities

🏖️ Benefits

• Equal employment opportunity • Work environment free of discrimination and harassment