Sr Technical Support Engineer

Summary

What You Will Do (Core 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.

Who You Are (Soft Skills):

• 1. Results-Driven Customer-Focused:
• 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.
• 2. Problem-Solving Initiative:
• Energized by solving complex challenges using both logical and creative approaches.
• Takes ownership of solutions, demonstrating initiative and accountability.
• 3. Communication Stakeholder Awareness:
• 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.
• 4. Collaboration Influence:
• Builds strong interpersonal relationships and works well across teams.
• Able to manage, influence, and collaborate with individuals across different functions and levels.
• 5. Adaptability Professionalism:
• Flexible, with a “can do” mindset, and thrives in dynamic, evolving environments.
• Maintains professionalism and poise under pressure, navigating challenges with resilience.
• 6. Organization Facilitation:
• Strong planning, organizational, and facilitation abilities to drive results and support team goals.

What You Need (Qualifications)

• 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.
• 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.

What would be nice (preferred skills & experience):

• 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).
• Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP).
• Knowledgeable about networking (TCP/IP and DNS).
• On-Call Requirements: This role includes on-call responsibilities on a 5-week rotating schedule. During your on-call week, you will be expected to cover weekday evenings (Monday to Friday). Additionally, every other rotation includes weekend coverage (Saturday and Sunday).

What We Provide (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%.