Location: 
San Diego
Position Type: 
Full Time
Team: 
Support

What You’ll Do (Role Description)

With our continued growth, we are hiring a Senior Technical Support Engineer join us at our San Diego, CA headquarters. 

A successful Senior Technical Support Engineer will work primarily with enterprise partners and customers of Mitek’s mobile imaging and verification solutions. Responsibilities will include triaging and resolving highly-complex, technical and application-related issues that impact product performance in production or customer-development environments, or issues that directly hamper a broader adoption of Mitek’s products.

We are looking for candidates with strong commercial technical support experience.  You should also have extensive experience in the areas of web-based systems architecture, service-based architecture and enterprise applications. A successful candidate will also have a strong sense of ownership, able to think outside-the-box, possess great communication skills with the ability to mentor other team members.

Responsibilities

  • Lead support case resolution efforts for assigned customer cases using defined company processes and tools
  • Extensively research and document customer software and technical issues in the internal knowledgebase
  • Manage service requests, customer issues, incidents and escalations
  • Monitor and prioritize assigned issues regardless of case geography to assure prompt customer response and follow up
  • Utilize company tools and processes to document all support activity
  • Provide product specific support training and mentoring to new and existing support team members
  • Serve as subject matter expert for Mitek’s products
  • Produce knowledge articles to improve resolution time and reduce customer impact on known issues
  • Review and approve knowledge articles created by other members of the support team
  • Participate in after hours on call, weekend and holiday shift rotation as required

Who You Are (Soft Skills/Attributes)

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up 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
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively

What You Need (Hard Skills/Experience/Abilities)

  • Bachelor’s degree in computer science, a related field or otherwise equivalent experience
  • Minimum 3 years’ experience in support and Cloud operations
  • 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 Jira Service Desk
  • Familiar with ITIL or similar frameworks

What Would be Nice (Preferred Skills & Experience)

  • Relevant experience in operating a B2B web platform
  • Knowledge of scripting languages such as Bash, PowerShell, Python, Ruby
  • Experience with Linux operating systems
  • Familiar with monitoring tools such as ElasticSearch, Kibana, Zabbix, etc.

About Mitek

Mitek - (NASDAQ: MITK) - is a global cloud-technology, artificial intelligence and machine learning leader in mobile capture and identity verification software solutions. Mitek’s identity verification allows an enterprise to verify a user’s identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users’ experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 6,500 organizations globally and used by tens of millions of consumers for mobile check deposit, new account opening, insurance quoting, and more.

We have a track record of breakthrough achievements that have helped transform mobile banking and the identity verification markets. As a result, we are a NASDAQ-listed company and have grown globally at 30% annually for 5+ years, with headquarters in San Diego, CA and offices in the London, Paris, Amsterdam, Barcelona, Madrid and New York City.

This is a very dynamic and fast-paced work environment.  A high degree of leadership and commitment are essential. We’re looking for team members that live our core values of Delivering, Learning and Caring.

Apply Now