Senior Customer Support Engineer

About Outseer

At Outseer, we’re helping our customers make the world a safer place. Our All-Cause Fraud prevention platform combines AI, behavioral biometrics and consortium intelligence to stop fraud, not customers across the globe. We’re a team that makes things happen, stays humble, adapts fast, and keeps it real, growing our business and each other every day.

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.

Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Outseer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Outseer will not tolerate discrimination or harassment based on any of these characteristics. Outseer encourages applicants of all ages