Regional Product Support Expert

Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. CX-focused, cybersecurity conscious leaders rely on Transmit Security’s xCIAM platform to provide their customers with smooth experiences protected from fraud across all channels and devices. Transmit Security serves many of the world’s largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce. For more information, please visit www.transmitsecurity.com.

About the role:

As a Regional Product Support Expert, you will be responsible for providing exceptional support to a select group of assigned clients, ensuring they maximize the value of our Transmit products. Your role will involve project management, proactive communication, troubleshooting, and collaboration with internal teams.

The ideal candidate will be located on the East Coast, USA. 

What you'll do:

• Provide exceptional service and support to top-tier customers, understanding their business goals and priorities
• Proactively assist customers in achieving their desired outcomes by providing timely recommendations
• Establish relationships as a Trusted Advisor with key decision-makers
• Communicate and advise customers on technology changes or disruptions
• Ensure proactive communication during service degradation or disruptions
• Advocate for customers during the resolution of high-severity cases, ensuring customer satisfaction
• Provide technical support within SLA, replicating and troubleshooting issues
• Independently handle incoming tickets in a professional manner
• Collaborate with Engineering and Product teams
• Travel to customer sites as needed

What you'll need:

• Minimum 5+ years of relevant experience in Professional Services, Technical Account Management, Customer Success, Support Engineering, Technology Solutions Development, or Solutions Architecture
• Experience with large, complex, distributed systems
• Strong communication and influencing skills at all levels
• Ability to prioritize, multitask, and perform under pressure
• Aptitude for analyzing technical concepts and translating them into business terms
• Experience with ticketing systems such as Salesforce
• Hands-on experience in on-premises and SaaS customer support
• Experience with monitoring tools (e.g., Datadog)
• Experience supporting REST API and web-based products
• Knowledge of authentication technologies, FIDO-based biometrics, and authentication protocols (OIDC, OAuth, SAML)
• Familiarity with PKI, X.509 certificates, SSL/TLS
• Familiarity with mobile platforms (iOS, Android)
• Bachelor's degree in Information Technology, Computer Science, or related discipline (professional certification is a plus)

Things you will LOVE about Transmit Security:

• Great Culture – We work hard, act with integrity, are transparent, act as a team and celebrate our successes
• Career Growth – Growing fast, we create opportunities for advancement and financial reward
• Health Benefits – Fully funded medical, dental, vision coverage for you and your family
• Other Benefits – 401K, EAP, hybrid-work, commuter benefits for office employees, parental leave, life/disability/AD&D insurance, pet insurance, home insurance and more!

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. We recognize that studies have shown that women and underrepresented individuals are less likely to apply to roles unless they feel that they meet 100% of the criteria.  At Transmit Security, we encourage you to apply if you feel that you meet the majority of the job requirements and are excited about the opportunity.

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well.  We encourage diversity and embrace our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

A background check is required for all North America employees. 

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