Senior Customer Support Engineer

About this role

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…