About the job
About Us:
At Transmit Security, we are at the forefront of identity and fraud prevention, enabling organizations to combat fraud while providing seamless user interactions. Our innovative Mosaic platform integrates sophisticated fraud detection, machine learning-based risk evaluation, and real-time decision-making throughout customer journeys. As we expand our footprint, we are looking for a committed and customer-centric Senior Technical Support Engineer to enhance our team and deliver impactful technical support.
About the Role:
The Senior Technical Support Engineer will act as a vital escalation point within the Customer Support division, addressing the most intricate and technically demanding issues related to our identity security, fraud prevention, and Customer Identity and Access Management (CIAM) platform. This role involves direct collaboration with enterprise clients, engineering teams, and product management to ensure swift incident resolution while offering a premium support experience.
This position demands extensive technical knowledge, sharp problem-solving abilities, and a proactive approach. Responsibilities include conducting thorough root cause analyses, managing critical incidents, and contributing to product enhancements by pinpointing recurring issues and recommending improvements.
What You’ll Do:
- Deliver high-level technical support within the stipulated Service Level Agreements (SLAs) while ensuring customer satisfaction metrics are met.
- Take full ownership of customer concerns and guide them to resolution.
- Handle escalations effectively.
- Conduct root cause analyses to prevent recurring customer challenges.
- Independently manage complex customer issues via the Support portal, maintaining a professional demeanor.
- Troubleshoot issues within the Transmit Security Platform, particularly regarding functionality and usability.
- Engage with a diverse range of customers, including development teams, to comprehend issue specifics, communicate resolutions, and provide best practice advice.
- Reproduce customer problems in the support testing environment.
- Collaborate with various internal teams to drive solutions.
