Sr Technical Support Engineer

What You Will Do (Core Responsibilities):

• Lead client support and technical issue resolution for assigned strategic customers:
• Build rapport and understand your customers’ business needs and objectives. 
• Act as seamless representative on behalf of our clients when end users reach out directly and need routing and assistance. 
• Monitor support metrics and provide monthly reports detailing all incidents/tickets in the previous month. 
• Reliable advocate when client admins need help with incidents and complex queries. 
• Extensively research customer issues, create and maintain documentation to promote self-service for customers. 
• Provide on-demand technical guidance and troubleshooting. 
• Work in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.


• Serve as a subject matter expert 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 customers, co-workers and vendors. 

Who You Are (Soft Skills):

• 1. Results-Driven & Customer-Focused:
• Strong drive to achieve meaningful results and deliver value. 
• Keeps the customer at the center of decisions, ensuring solutions are aligned with their needs and expectations. 
• 2. Problem-Solving & Initiative:
• Energized by solving complex challenges using both logical and creative approaches. 
• Takes ownership of solutions, demonstrating initiative and accountability. 
• 3. Communication & Stakeholder Awareness:
• Communicates clearly and effectively, both in writing and speaking. 
• Capable of summarizing complex issues for diverse audiences. 
• Proactively considers and engages stakeholders when developing and delivering solutions. 
• 4. Collaboration & Influence:
• Builds strong interpersonal relationships and works well across teams. 
• Able to manage, influence, and collaborate with individuals across different functions and levels.
• 5. Adaptability & Professionalism:
• Flexible, with a “can do” mindset, and thrives in dynamic, evolving environments. 
• Maintains professionalism and poise under pressure, navigating challenges with resilience. 
• 6. Organization & Facilitation:
• Strong planning, organizational, and facilitation abilities to drive results and support team goals.  

What You Need (Qualifications)

• Bachelor's degree in computer science or a related field, or equivalent experience—typically demonstrated by 5+ years in Customer Support with relevant knowledge, skills, and abilities. 
• Familiar with evidence-based troubleshooting practice. 
• Familiar with software distribution and SDK business model. 
• Understanding of SaaS operation models and customer support. 
• Familiar with service desk and incident management systems such as Zendesk. 

What would be nice (preferred skills & experience):

• Relevant experience in operating a B2B web platform. 
• Knowledge of API integration. 
• Knowledge of scripting languages such as Python, PowerShell and Bash. 
• Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS). 
• Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP). 
• Knowledgeable about networking (TCP/IP and DNS). 

What We Provide (Benefits):

• Competitive base salary.
• Full remote contract.
• Home Office Allowance (up to £500).
• Holiday: 25 days + 8 Bank Holidays.
• Wellness: Private Healthcare.
• Life Insurance. 
• Learning & Development: Up to £2,500.00 per year for any approved courses + License for LinkedIn Learning. 
• Pension: Mitek contributes with 6% of your base salary and you contribute with 3%.