Technical Support Engineer (Remote)

Job Description

Job Description

Mitek is seeking a Technical Support Engineer to join the 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 and check deposit solutions.  You will support Mitek products, drive escalations with internal teams, and interface with strategic customers directly.

What You Will Do (Essential Responsibilities) :

• Lead client support and technical issue resolution for assigned strategic customers including :
• Building rapport and understanding your customers’ business needs and objectives.
• Acting as representative when end users reach out and need guidance.
• Monitoring support metrics and providing monthly reports detailing all incidents / tickets in the previous month.
• Acting as reliable resource when client admins need help with incidents and complex queries.
• Extensively researching customer issues, creating and maintaining documentation to promote self-service for customers.
• Providing on-demand technical guidance and troubleshooting.
• Working in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.
• Serve as a subject matter expert (SME) 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 customer, co-workers and vendors.

Who You Are :

What You Need (Education / Experience / Knowledge / Technical) :

What Would Be Nice (Preferred Skills & Experience) :

We are proud to offer competitive salary ranges aligned to industry standards. Please note that our ranges are representative and individual compensation specifics may vary based upon experience level, professional competencies and geographic differentials.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.