Senior Customer Support Engineer

What you’ll achieve:

Our Senior 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 risk-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

This role will serve as second-tier technical support and project delivery to our customers, focusing on resolving complex technical product issues. Strong problem-solving abilities, technical expertise, and a customer-centric approach will be critical in ensuring customer satisfaction and delivering exceptional support.

Essential Duties

• Provide second-tier technical support to customers, handling escalated issues from the frontline support team.
• Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.
• Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively.
• Serve as a technical expert, providing guidance and mentoring to junior support engineers.
• Participate in project delivery activities, ensuring successful implementation and deployment of our products.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions.
• Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement.
• Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.
• Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.
• 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 of 4 years’ experience in customer support roles, preferably in a technical or software-related field.
• Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical 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:
  • 2FA/MFA (KBA, OTP, Biometrics)
  • Single-Sign On
  • 3D Secure and EMVCo payment framework
• Basic understanding around applications built on LAMP/MEAN stack
  • Understanding about database technologies and SQL queries
  • Basics around HTML/Javascript/PHP
  • Basics concepts around APIs and SOAP methodologies
  • 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.