Principal Technical Support Engineer
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Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally indicating reviews are in progress.
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Responding to Questions – Providing answers about product behaviors and performance based on internal information sources and hands-on experience.
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Investigating Issues – Researching issues using internal tools, API payload validation, request/response analysis, log analysis, database querying and where applicable, reviewing code and consulting subject matter experts. Recording relevant information for further escalation as needed.
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Providing Timely Updates – As tickets are being handled, providing information about the investigative process and a final resolution which may be closing the ticket or escalating for further action.
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Liaising with Engineering/Data Science – Working with Engineering and Data Science team to identify root causes and documenting answers for the ticket as well as enhancements for the product.
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Mentoring Customer Support – Documenting issues/resolutions and training Support Tier 2 to reduce future escalations.
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Coordinating with Technical Writing – Providing suggested improvements to customer facing product documentation to reduce support tickets.
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Report on Ticket Trends – Providing reports and recommendation to Product Management and Engineering leadership on product improvements that reduce customer support tickets.
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4+ years in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
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Working Understanding of:
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Github, Postman, REST APIs, JSON schemas, Java, Go-Lang, SDKs/libraries, Javascript front-end, web technologies and webhooks
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Certificate management, Database querying (SQL/NoSQL), reading/interpreting application logs, gRPC & protocol buffers, AWS services (ECS, EKS, S3, Lamba, JMS, API Gateway)
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Strong problem-solving skills and comfortable working independently with appropriate escalations as needed.
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Exceptional ability to translate complex issues into clear business language for customers and further escalated tickets.
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Excellent English-language written and oral communication skills, for communicating with global customers and internal partners.
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Familiarity with modern identity verification (IDV) standards, device fingerprinting, behavioral biometrics, or risk-scoring logic.
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Snowflake usage
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Tableau usage and report building
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Familiarity with any other modern programming languages, C++ desired
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Machine learning principles
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Agile methodologies and practices
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Thrives in a fast-paced team-focused culture and adapts to a changing environment
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Data-driven, strategic mindset
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Logical and creative problem-solving
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Excellent interpersonal and relationship management skills
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Planning, organization, and facilitation skills