The Role
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.
At Mitek, we believe that teams are stronger and more innovative when they have the range of opinions and perspectives that come from diversity. Very simply, we know that diversity is a foundational strength for our organization. A diverse workforce makes for stronger teams as a wider breadth of thinking and experience broadens the power of our collective mind. Building stronger teams is foundational to serving our customers comprehensively, innovating our products and solutions, and enabling more impactful decision-making across our business.
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.
Summary
Mitek is looking for our newest Senior Technical Support Engineer to join our Global Customer Support team, taking on a consultative approach with specific strategic accounts and helping facilitate and guide the resolution of questions and issues for our identity verification solutions.
You will support Mitek products, drive escalations with internal teams, and interface with our customers directly.
What You Will Do (Core Responsibilities):
- Lead client support and technical issue resolution for assigned strategic customers:
- Build rapport and understand your customers’ business needs and objectives.
- Act as seamless representative on behalf of our clients when end users reach out directly and need routing and assistance.
- Monitor support metrics and provide monthly reports detailing all incidents/tickets in the previous month.
- Reliable advocate when client admins need help with incidents and complex queries.
- Extensively research customer issues, create and maintain documentation to promote self-service for customers.
- Provide on-demand technical guidance and troubleshooting.
- Work in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.
- Serve as a subject matter expert for Mitek’s products.
- Communicate regularly with cross-functional team members about technology issues affecting systems operations and client workflow/production.
- Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customers, co-workers and vendors.
Who You Are (Soft Skills):
- 1. Results-Driven & Customer-Focused:
- Strong drive to achieve meaningful results and deliver value.
- Keeps the customer at the center of decisions, ensuring solutions are aligned with their needs and expectations.
- 2. Problem-Solving & Initiative:
- Energized by solving complex challenges using both logical and creative approaches.
- Takes ownership of solutions, demonstrating initiative and accountability.
- 3. Communication & Stakeholder Awareness:
- Communicates clearly and effectively, both in writing and speaking.
- Capable of summarizing complex issues for diverse audiences.
- Proactively considers and engages stakeholders when developing and delivering solutions.
- 4. Collaboration & Influence:
- Builds strong interpersonal relationships and works well across teams.
- Able to manage, influence, and collaborate with individuals across different functions and levels.
- 5. Adaptability & Professionalism:
- Flexible, with a “can do” mindset, and thrives in dynamic, evolving environments.
- Maintains professionalism and poise under pressure, navigating challenges with resilience.
- 6. Organization & Facilitation:
- Strong planning, organizational, and facilitation abilities to drive results and support team goals.
What You Need (Qualifications)
- Bachelor's degree in computer science or a related field, or equivalent experience—typically demonstrated by 5+ years in Customer Support with relevant knowledge, skills, and abilities.
- Familiar with evidence-based troubleshooting practice.
- Familiar with software distribution and SDK business model.
- Understanding of SaaS operation models and customer support.
- Familiar with service desk and incident management systems such as Zendesk.
What would be nice (preferred skills & experience):
- Relevant experience in operating a B2B web platform.
- Knowledge of API integration.
- Knowledge of scripting languages such as Python, PowerShell and Bash.
- Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS).
- Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP).
- Knowledgeable about networking (TCP/IP and DNS).
- On-Call Requirements: This role includes on-call responsibilities on a 5-week rotating schedule. During your on-call week, you will be expected to cover weekday evenings (Monday to Friday). Additionally, every other rotation includes weekend coverage (Saturday and Sunday).
What We Provide (Benefits):
- Competitive base salary.
- Full remote contract.
- Home Office Allowance (up to £500).
- Holiday: 25 days + 8 Bank Holidays.
- Wellness: Private Healthcare.
- Life Insurance.
- Learning & Development: Up to £2,500.00 per year for any approved courses + License for LinkedIn Learning.
- Pension: Mitek contributes with 6% of your base salary and you contribute with 3%.
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, continuously challenging conventions, 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 we look forward to the potential of speaking with you further!
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The Company
What We Do
“Accelerate the digital transformation of your business with digital identity verification."
Mitek (NASDAQ: MITK) is a global leader in mobile capture and digital identity verification solutions built on the latest advancements in AI and machine learning. Mitek’s identity verification solutions enable an enterprise to verify a user’s identity during a digital transaction, which assists financial institutions, payments companies and other businesses operating in highly regulated markets in mitigating financial risk and meeting regulatory requirements while increasing revenue from digital channels. Mitek also reduces the friction in the users’ experience with advanced data prefill and automation of the onboarding process. Mitek’s innovative solutions are embedded into the apps of more than 6,100 organizations and used by more than 80 million consumers for mobile check deposit, new account opening and more.
