Spain · Remote OK
$37k–$56k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Technical support, Troubleshooting, API validation, Log analysis, Database querying
United States · Remote OK
$130k–$180k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Program Management, Security Metrics, Executive Communication, Audit Coordination, Policy Lifecycle Management
United States · Remote OK
$130k–$190k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Application Penetration Testing, SAST, DAST, SCA, Secure Code Review
United States · Remote OK
$150k–$185k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Python, Golang, AWS, Microservices, Data pipelines
United States · Remote OK
$150k–$185k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Golang, Python, AWS, Microservices, Docker
Barcelona, Catalonia, Spain · Remote OK
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Identity Document Review, Data Entry, Fraud Detection, IT Literacy, Typing
United States · Remote OK
$130k–$155k/yr
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the…
Skills: Customer success, Identity verification, Fraud detection, SaaS, Enterprise account management
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The Principal Technical Support Engineer serves as the primary escalation contact for product issues, performing deep-dive investigations and root cause analysis. They also collaborate with Engineering and Data Science teams to document resolutions, improve product documentation, and mentor Tier 2 support staff.
Candidates must have 4+ years of experience in Tier 3 technical support or application development within SaaS, FinTech, or cybersecurity environments. Proficiency in REST APIs, SQL/NoSQL, log analysis, and modern web technologies is required.
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.
We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working. Because we care about our candidates, employees and customers, we include an in-person meeting as part of our hiring process. It’s one of the ways we live our mission to “Protect What’s Real.”
At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it. We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs.
The Principal Technical Support Engineer role will be the primary escalation contact for product questions/issue tickets. Successful candidates will utilize knowledge of our products, strong technical knowledge and troubleshooting expertise and investigative skills to determine root causes to either resolve the ticket or compile sufficient information for further escalation.
\nWhat You’ll Do (Essential Responsibilities):Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally indicating reviews are in progress.
Responding to Questions – Providing answers about product behaviors and performance based on internal information sources and hands-on experience.
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.
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.
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.
Mentoring Customer Support – Documenting issues/resolutions and training Support Tier 2 to reduce future escalations.
Coordinating with Technical Writing – Providing suggested improvements to customer facing product documentation to reduce support tickets.
Report on Ticket Trends – Providing reports and recommendation to Product Management and Engineering leadership on product improvements that reduce customer support tickets.
4+ years in Tier 3 technical support, solutions engineering, or application development within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
Working Understanding of:
Github, Postman, REST APIs, web technologies/webhooks, JSON schemas, Java, Go-Lang, SDKs/libraries, Javascript front-end
Database querying (SQL/NoSQL), reading/interpreting application logs, certificate management, gRPC & protocol buffers, AWS services (ECS, EKS, S3, Lamba, JMS, API Gateway)
Strong problem-solving skills and comfortable working independently with appropriate escalations as needed.
Exceptional ability to translate complex issues into clear business language for customers and further escalated tickets.
Excellent English-language written and oral communication skills, for communicating with global customers and internal partners.
Familiarity with modern identity verification (IDV) standards, device fingerprinting, behavioral biometrics, or risk-scoring logic.
Snowflake usage
Tableau usage and report building
C++
Machine learning principles
Agile methodologies and practices
Thrives in a fast-paced team-focused culture and adapts to a changing environment
Data-driven, strategic mindset
Logical and creative problem-solving
Excellent interpersonal and relationship management skills
Planning, organization, and facilitation skills
We take pride in enabling career growth in an environment of innovation and teamwork. Our commitment to all Mitekians is to do meaningful work that matters. Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes. We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities.
Benefit offerings – may vary based on geographic location
Wellness: Universal, supplemental, and private healthcare plan choices based on country specifics
Financial future: retirement/pension plan contributions, MTK stock plan participation
Income protection: life event & disability coverage
Paid time off: generous annual leave, company holidays, volunteer time off
Learning: e-learning license, tuition reimbursement, hackathons
Additional/optional benefits: pet insurance, identity theft protection, legal assistance
We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!
Mitek protects what's real across digital interactions in a world of evolving threats.
Mitek protects what’s real across digital interactions in a world of evolving threats. Mitek helps businesses verify identities, prevent fraud before it happens, and deliver secure, seamless digital experiences in the face of rapidly advancing AI-generated threats. From account opening to authentication and deposit, Mitek’s technology safeguards critical digital interactions. More than 7,000 organizations rely on Mitek to protect their most important customer connections and stay ahead of emerging risks. Learn more at www.miteksystems.com.
Offices: Mitek Systems Inc., 770 1st Ave Suite 425, San Diego, CA 92101, US · 4th Floor, 1 Long Lane, London, UK SE1 4PG, GB · Radarweg 60, Amsterdam, Noord Holland 1043 NT, NL · Ronda Can Fatjó, 11, Edificio A1 Planta 1, Barcelona, Cerdanyola del Vallès 08290, ES
Mitek protects what's real across digital interactions in a world of evolving threats.
Mitek protects what’s real across digital interactions in a world of evolving threats. Mitek helps businesses verify identities, prevent fraud before it happens, and deliver secure, seamless digital experiences in the face of rapidly advancing AI-generated threats. From account opening to authentication and deposit, Mitek’s technology safeguards critical digital interactions. More than 7,000 organizations rely on Mitek to protect their most important customer connections and stay ahead of emerging risks. Learn more at www.miteksystems.com.
Offices: Mitek Systems Inc., 770 1st Ave Suite 425, San Diego, CA 92101, US · 4th Floor, 1 Long Lane, London, UK SE1 4PG, GB · Radarweg 60, Amsterdam, Noord Holland 1043 NT, NL · Ronda Can Fatjó, 11, Edificio A1 Planta 1, Barcelona, Cerdanyola del Vallès 08290, ES
