Tier 3 Support Engineer

Transmit SecurityBoston, MA, US

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Job Description

About Us :

Transmit Security is a leader in identity and fraud prevention, empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection, machine learning-driven risk assessment, and real-time decision-making across customer journeys. As we continue to grow, we're seeking a dedicated and customer-focused Tier 3 Support Engineer to join our team and provide high-impact technical support.

About the Role :

We are looking for a Tier 3 Support Engineer to provide excellent customer service, lead processes and work on a mission critical product.

What you'll do :

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

What you'll need :

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

The OTE salary range for this position is $110,000 - $130,000.

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well. We encourage diversity and embrace our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

LI-TL1 #LI-Hybrid

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Support Engineer • Boston, MA, US