Technical Support Engineer (Remote)

What You Will Do (Essential Responsibilities):

• 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.

Who You Are:

• 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.
• 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 (Education/Experience/Knowledge/Technical):

• 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.

What Would Be Nice (Preferred Skills & Experience):

• Relevant experience in operating a B2B web platform.
• Knowledgeable of API integration.
• Knowledge of scripting languages such as Python, PowerShell and Bash.
• Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS).