At a Glance
- Tasks: Join our team as a Senior Technical Support Engineer, solving customer issues and driving solutions.
- Company: Mitek is a global leader in digital identity authentication and fraud prevention, trusted by over 7,500 organisations.
- Benefits: Enjoy full remote work, a home office allowance, 25 days holiday, private healthcare, and learning opportunities.
- Other info: Flexible work environment with a focus on career growth and meaningful contributions.
- Why this job: Be part of a diverse team that values innovation and collaboration while making a real impact.
- Qualifications: Bachelor's degree or equivalent experience with 5+ years in Customer Support and technical knowledge required.
The predicted salary is between 36000 - 60000 £ per year.
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Senior Global Talent Acquisition Partner | MBA | CIPD
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):
- 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.
- Problem-Solving & Initiative:
- Energized by solving complex challenges using both logical and creative approaches.
- Takes ownership of solutions, demonstrating initiative and accountability.
- 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.
- Builds strong interpersonal relationships and works well across teams.
- Able to manage, influence, and collaborate with individuals across different functions and levels.
- Adaptability & Professionalism:
- Flexible, with a “can do” mindset, and thrives in dynamic, evolving environments.
- Maintains professionalism and poise under pressure, navigating challenges with resilience.
- 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.
- Proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP).
- Knowledgeable about networking (TCP/IP and DNS).
- 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).
What We Provide (Benefits):
- 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!
Seniority level
- Not Applicable
Employment type
- Contract
Job function
- Information Technology and Customer Service
- Industries: Computer and Network Security, IT Services and IT Consulting, and Financial Services
#J-18808-Ljbffr
Sr Technical Support Engineer employer: Mitek Systems
Mitek is an exceptional employer that fosters a culture of collaboration and innovation, making it an ideal place for a Senior Product Owner to thrive. With a strong emphasis on employee growth and development, Mitek offers opportunities to work on cutting-edge identity verification solutions while being part of a global team that values trust, excellence, and ambition. The remote nature of the role allows for flexibility, enabling you to contribute meaningfully from anywhere, while still being connected to a dynamic and supportive work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Sr Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitek Systems. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitek Systems before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitek Systems:Your cover letter is your chance to shine! Tell us why you want to work at Mitek Systems specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitek Systems!
How to prepare for a job interview at Mitek Systems
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
