Customer Support Engineer I

About Outseer

At Outseer, we’re helping our customers make the world a safer place. Our All-Cause Fraud prevention platform combines AI, behavioral biometrics and consortium intelligence to stop fraud, not customers across the globe. We’re a team that makes things happen, stays humble, adapts fast, and keeps it real, growing our business and each other every day.

What you’ll achieve:  
Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products.  Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risked-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching. 
This role will serve as the frontline support for our external customers, managing their requests, diagnosing inquiries related to Outseer products, and ensuring timely resolution. Excellent communication skills, technical expertise, and problem-solving abilities will be essential in delivering exceptional customer support. 

Essential Duties 

• Act as the first point of contact for external customers, receiving and documenting their requests and issues.
• Provide prompt and professional responses to customer inquiries through various channels such as phone, email, and live chat.
• Diagnose and troubleshoot customer inquiries related to Outseer products, ensuring accurate understanding of the problems, and providing appropriate solutions.
• Support internal and external licensing requests, ensuring compliance with licensing agreements and providing necessary assistance.
• Resolve most customer requests independently, demonstrating a strong understanding of our products and services.
• Identify and escalate more complex problems or issues to the appropriate internal teams, providing detailed 
  information for efficient resolution.
• Maintain and update knowledge base entries, ensuring accurate and up-to-date information is available for both internal and external use.
• Work with multiple databases and standard web architectures to gather relevant information and provide 
  comprehensive support to customers.
• Handle customer email communication, ensuring prompt and professional responses to customer inquiries.
• Collaborate with cross-functional teams, including product development, engineering, and sales, to ensure customer needs are met and issues are resolved in a timely manner.
• Continuously strive to improve customer support processes and contribute to enhancing overall customer experience.
• Assist with other project duties as assigned, contributing to the continuous improvement of our customer support processes.
• Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required. 

Desired Requirements  

• Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent experience in customer support roles, preferably in a technical or software-related field. 
•  2+ years’ experience in technical customer service role, preferably in a technical or software-related field.
• Excellent verbal and written communication skills, with the ability to effectively convey technical information to nontechnical customers.
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
•  A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.  
•  Ability to work well under pressure and manage multiple customer requests simultaneously.
•  Attention to detail and strong organizational skills to accurately document customer interactions and issue 
  resolutions.
• Proficiency in working with multiple databases and standard web architectures.
• Ability to work both independently and collaboratively within a team-oriented environment.
• Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
• Willingness to learn and adapt to new technologies and product updates.
• Availability to work flexible hours, including weekends and holidays, if required.
• Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
•  Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
• Industry specific technologies: 
  
• o 2FA/MFA (KBA, OTP, Biometrics) 
  o Single-Sign On 
  o 3D Secure and EMVCo payment framework
•  Basic understanding around applications built on LAMP/MEAN stack  
  o Understanding about database technologies and SQL queries 
  o Basics around HTML/Javascript/PHP 
  o Basics concepts around APIs and SOAP methodologies 
  o Understanding of programming languages, such as Java
• Understanding about SSL/TLS encryption 
  
  

Desired Behaviors 

• Adaptability: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and 
  processes.
• Proactive Action: Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting 
  commitments and striving for high performance.
• Effective Workload Management: Makes timely decisions, prioritizes tasks effectively, solves problems, monitors 
  results, and takes corrective action when necessary.
• Technical Proficiency: Possesses a solid understanding of their role and responsibilities, demonstrating competence in 
  performing tasks and utilizing relevant technical skills.
•  Continuous Learning: Takes personal responsibility for learning and development. Recognizes personal strengths and 
  areas for improvement, actively seeks feedback, and embraces opportunities to learn.
• Effective Communication: Demonstrates strong facilitation and written communication skills. Clearly articulates ideas 
  and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints.
• Collaboration: Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.
• Ethical Conduct and Competence: Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles.
• Good Citizenship: Represents the values and interests of Outseer. Acts as a positive ambassador for the company and 
  contributes to the overall well-being and success of the organization.
  

Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Outseer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Outseer will not tolerate discrimination or harassment based on any of these characteristics. Outseer encourages applicants of all ages.