Role Overview:As a Tier 3 Support Engineer at Transmit Security, you will serve as a critical escalation point within the Customer Support organization, handling the most complex and technically challenging issues related to our 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.
This role requires deep technical expertise, excellent problem-solving skills, and a proactive mindset. You'll be expected to perform in-depth root cause analyses, manage critical incidents, and contribute to product improvements by identifying recurring issues and suggesting enhancements.
Key Responsibilities:- Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
- Take ownership of customer issues and follow problems through to resolution
- Manage escalations
- Evaluate root cause analysis to eliminate recurring customer issues
- Handle complex customer issues through the Support portal independently and in a professional way
- Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related complex issues
- Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
- Replicate customer issues in the support test environment
- Collaborate with several internal teams
Required Qualifications:- At least 6 years of technical Support engineering experience
- Experience working in mission critical environments
- Experience in working with multi-tier and complex applications
- Hands on experience with Linux operating system
- Strong analytical and troubleshooting skills is a must
- Service-oriented personality with a can-do attitude is a must
- A team player with the ability to work independently is a must
- Excellent interpersonal and communication skills both written and verbal English
- BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
- Familiar with one of the programing language such as Java, Scala, Python, bash scripting is nice to have
- Experience with database management is an advantage
- Practical knowledge of REST API
- Familiar with SaaS and Cloud environments like GCP, Azure, AWS
- Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)
- Knowledge on authentication technologies such as FIDO-based biometrics, authentication, Federation SSO protocols such as OIDC, OAuth, SAML, etc.
- Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
- Good knowledge on Mobile Platforms (IOS, Android) is a big plus
What We Offer:- Impactful Role: Play a key role in delivering a market-leading solution to our customers, ensuring fraud protection and frictionless user experiences.
- Growth Opportunities: Be part of a fast-growing company with plenty of opportunities for professional development and career advancement.
- Flexible Work Environment: Remote work options available for North American candidates.
- Collaborative Team Culture: Join a passionate and innovative team committed to making a difference in the security and fraud prevention space.
The OTE salary range for this position is $120,000 - $160,000 USD. Individual compensation for this role is determined based on various factors, including but not limited to qualifications, experience, location, and overall business and organizational needs.
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