SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Transmit Security is a leader in identity and fraud prevention, offering the Mosaic platform that combines advanced fraud detection, machine learning-driven risk assessment, and real-time decision-making across customer journeys.
As a Senior Technical Support Engineer (Tier 3), you will serve as a critical escalation point within the Customer Support organization, handling the most complex and technically challenging issues related to the company's identity security, fraud prevention, and CIAM platform. You'll work directly with enterprise customers, engineering teams, and product management to ensure timely resolution of incidents while delivering a white-glove support experience.
Key Responsibilities:
- Provide advanced technical support within SLA while ensuring customer satisfaction goals are achieved
- Take ownership of customer issues and follow problems through to resolution
- Manage escalations and evaluate root cause analyses to eliminate recurring issues
- Handle complex customer issues through the Support portal independently and professionally
- Troubleshoot platform issues reported by customers, including functionality and usability-related complex problems
- Interact effectively with customers' development teams to understand issues, communicate resolution steps, and provide consultation on best practices
- Replicate customer issues in the support test environment
- Collaborate with internal teams including engineering and product management
This role requires deep technical expertise, excellent problem-solving skills, and a proactive mindset. You'll perform in-depth root cause analyses, manage critical incidents, and contribute to product improvements by identifying recurring issues and suggesting enhancements.
Requirements:
- At least 6 years of technical support engineering experience
- Experience working in mission-critical environments
- Experience with multi-tier and complex applications
- Hands-on experience with Linux operating system
- Strong analytical and troubleshooting skills
- Service-oriented personality with can-do attitude
- Ability to work both independently and as a team player
- Excellent interpersonal and communication skills in written and verbal English
- BS/BA in Information Technology, Computer Science, or related discipline (professional certification is an advantage)
- Familiarity with one programming language such as Java, Scala, Python, or bash scripting (nice to have)
- Experience with database management (advantage)
- Practical knowledge of REST APIs
- Familiarity with SaaS and Cloud environments (GCP, Azure, AWS)
- Familiarity with web-based products and different OS browsers (cookies, local storage, incognito mode)
- Knowledge of authentication technologies including FIDO-based biometrics, Federation SSO protocols (OIDC, OAuth, SAML)
- Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
- Knowledge of Mobile Platforms (iOS, Android) is a big plus
