Technical Support Engineer

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.
We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.
Mitek is seeking a Technical Support Engineer to join the Global Customer Support team facilitating resolution of customer questions and issues for our proprietary mobile deposit and mobile imaging and verification software solutions.  You will support Mitek products, drive escalations with internal teams and interface with customers directly.

What you'll do

• 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 bring

• 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

• 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)

We take pride in enabling career growth in an environment of innovation and teamwork.  Our commitment to all Mitekians is to do meaningful work that matters.  Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes.  We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities.
We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!
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