About the role

The Principal Technical Support Engineer role will be the primary escalation contact for product questions/issue tickets. Successful candidates will utilize knowledge of our products, strong technical knowledge and troubleshooting expertise, and investigative skills to determine root causes to either resolve the ticket or compile sufficient information for further escalation.

What you'll do

Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally indicating reviews are in progress.
Responding to Questions – Providing answers about product behaviors and performance based on internal information sources and hands-on experience.
Investigating Issues – Researching issues using internal tools, API payload validation, request/response analysis, log analysis, database querying and where applicable, reviewing code and consulting subject matter experts. Recording relevant information for further escalation as needed.
Providing Timely Updates – As tickets are being handled, providing information about the investigative process and a final resolution which may be closing the ticket or escalating for further action.
Liaising with Engineering/Data Science – Working with Engineering and Data Science team to identify root causes and documenting answers for the ticket as well as enhancements for the product.
Mentoring Customer Support – Documenting issues/resolutions and training Support Tier 2 to reduce future escalations.
Coordinating with Technical Writing – Providing suggested improvements to customer facing product documentation to reduce support tickets.
Report on Ticket Trends – Providing reports and recommendation to Product Management and Engineering leadership on product improvements that reduce customer support tickets.
On-Call Support – Participate in the on-call rotation as required, typically one week approximately every three months, to support and respond to critical customer or production issues outside standard business hours.

What we're looking for

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 front-end, web technologies and webhooks
Certificate management, Database querying (SQL/NoSQL), reading/interpreting application logs, gRPC & protocol buffers, AWS services (ECS, EKS, S3, Lamba, JMS, API Gateway)
Strong problem-solving skills and comfortable working independently with appropriate escalations as needed.
Exceptional ability to translate complex issues into clear business language for customers and further escalated tickets.
Excellent English-language written and oral communication skills, for communicating with global customers and internal partners.

Nice to have

Familiarity with modern identity verification (IDV) standards, device fingerprinting, behavioral biometrics, or risk-scoring logic.
Snowflake usage
Tableau usage and report building
Familiarity with any other modern programming languages, C++ desired
Machine learning principles
Agile methodologies and practices

What you'll get

Benefit offerings - may vary based on geographic location

Wellness: Universal, supplemental, and private 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

Additional/optional benefits: pet insurance, identity theft protection, legal assistance

We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!

About the company & team

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at https://jobeax.com/link/bvb6SbYUbAEuNw0H.

We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek's offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working. Because we care about our candidates, employees and customers, we include an in-person meeting as part of our hiring process. It's one of the ways we live our mission to "Protect What's Real."

At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it. We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs.

Who You Are (Soft Skills & Attributes):

Thrives in a fast-paced team-focused culture and adapts to a changing environment
Data-driven, strategic mindset
Logical and creative problem-solving
Excellent interpersonal and relationship management skills
Planning, organization, and facilitation skills

Additional information

We take pride in enabling career growth in an environment of innovation and teamwork. Our commitment to all Mitekians is to do meaningful work that matters. Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes. We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities.

Principal Technical Support Engineer

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