Senior Technical Support Engineer

Summary

Join Mitek, a global leader in digital & biometric identity authentication, as our newest Senior Technical Support Engineer. You will provide consultative support to strategic accounts, resolving issues related to our identity verification solutions. Responsibilities include leading client support, building customer rapport, monitoring support metrics, and collaborating with internal teams. You will extensively research customer issues, create documentation, and serve as a subject matter expert. This role requires strong problem-solving, communication, and collaboration skills. Mitek offers a virtual-first work environment with competitive benefits, including a home office allowance, private healthcare, and professional development opportunities.

Requirements

• Bachelor's degree in computer science or a related field, or equivalent experience—typically demonstrated by 5+ years in Customer Support with relevant knowledge, skills, and abilities
• Familiar with evidence-based troubleshooting practice
• Proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP)
• Knowledgeable about networking (TCP/IP and DNS)
• Familiar with software distribution and SDK business model
• Understanding of SaaS operation models and customer support
• Familiar with service desk and incident management systems such as Zendesk

Responsibilities

• Lead client support and technical issue resolution for assigned strategic customers
• Build rapport and understand your customers’ business needs and objectives
• Act as seamless representative on behalf of our clients when end users reach out directly and need routing and assistance
• Monitor support metrics and provide monthly reports detailing all incidents/tickets in the previous month
• Reliable advocate when client admins need help with incidents and complex queries
• Extensively research customer issues, create and maintain documentation to promote self-service for customers
• Provide on-demand technical guidance and troubleshooting
• Work in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues
• Serve as a subject matter expert 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 customers, co-workers and vendors
• Strong drive to achieve meaningful results and deliver value
• Keeps the customer at the center of decisions, ensuring solutions are aligned with their needs and expectations
• Energized by solving complex challenges using both logical and creative approaches
• Takes ownership of solutions, demonstrating initiative and accountability
• Communicates clearly and effectively, both in writing and speaking
• Capable of summarizing complex issues for diverse audiences
• Proactively considers and engages stakeholders when developing and delivering solutions
• Builds strong interpersonal relationships and works well across teams
• Able to manage, influence, and collaborate with individuals across different functions and levels
• Flexible, with a “can do” mindset, and thrives in dynamic, evolving environments
• Maintains professionalism and poise under pressure, navigating challenges with resilience
• Strong planning, organizational, and facilitation abilities to drive results and support team goals

Preferred Qualifications

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

Benefits

• Competitive base salary
• Full remote contract
• Home Office Allowance (up to £500)
• Holiday: 25 days + 8 Bank Holidays
• Wellness: Private Healthcare
• Life Insurance
• Learning & Development: Up to £2, 500.00 per year for any approved courses + License for LinkedIn Learning
• Pension: Mitek contributes with 6% of your base salary and you contribute with 3%