Senior Tier 3 Technical Support Engineer

Transmit Security is a leader in identity and fraud prevention, empowering organizations to stop fraud while delivering seamless user experiences. As a Senior Tier 3 Support Engineer, you will provide high-impact technical support, handle complex issues, and ensure timely resolution while delivering a white-glove support experience to enterprise customers.

Responsibilities:

• Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Evaluate root cause analysis to eliminate recurring customer issues
• Handle complex customer issues through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related complex issues
• Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer’s development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
• Replicate customer issues in the support test environment
• Collaborate with several internal teams

Requirements:

• At least 6 years of technical Support engineering experience
• Experience working in mission critical environments
• Experience in working with multi-tier and complex applications
• Hands on experience with Linux operating system
• Strong analytical and troubleshooting skills is a must
• Service-oriented personality with a can-do attitude is a must
• A team player with the ability to work independently is a must
• Excellent interpersonal and communication skills both written and verbal English
• BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
• Practical knowledge of REST API
• Familiar with SaaS and Cloud environments like GCP, Azure, AWS
• Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)
• Knowledge on authentication technologies such as FIDO-based biometrics, authentication, Federation SSO protocols such as OIDC, OAuth, SAML, etc
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Good knowledge on Mobile Platforms (IOS, Android) is a big plus
• Familiar with one of the programming languages such as Java, Scala, Python, bash scripting is nice to have
• Experience with database management is an advantage