Technical Support Engineer

Mitek is seeking a Technical Support Engineer to join our Check Fraud Defender Support team facilitating resolution of customer questions and issues for MiSnap (https://www.miteksystems.com/mobile-capture), our proprietary mobile deposit, mobile imaging and verification software solution.  You will support these products, drive escalations with internal teams and interface with customers directly.

What You'll Do (Core Responsibilities):

• Provide client support and technical issue resolution via ticketing system, e-mail, phone, and remote sessions.
• Provide best practice methodology for system and application(s) use in response to customer inquiries.
• Identify and resolve customer issues, by researching current documentation and knowledgebase articles; escalate issues as appropriate.
• Identify and correct and/or advise on account administration issues, such as configurations per service agreements.
• Ensure tickets are populated with issue description, steps taken to resolve, reproduction steps, and any other pertinent information, prior to closure.
• Provision new accounts using provided software tools. 
• Communicate in a professional, friendly and efficient manner, striving to meet Service Level Agreements. (SLAs)
• Communicate regularly with cross functional team members about technology issues affecting systems operations and client workflow/production.
• Create and maintain documentation to promote self-service for customers.
• Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customer, co-workers and vendors

What You'll Bring (Core Knowledge Skills & Abilities):

• Bachelor’s degree in computer science/related field, or equivalent experience
• 2+ years of experience in technical customer support
• Demonstrated, practical, understanding with evidence-based troubleshooting practices
• Knowledgeable of web-based applications
• Understanding of web service technologies whether as consumer or provider (REST/JSON, XML/SOAP)
• Familiar with Cloud based application support
• Experience with service desk and incident management systems such as Jira Service Desk, ServiceNow or Zendesk

What Would Be Nice (Preferred Skills):

• Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS)
• Relevant experience in operating a B2B web platform