Senior Customer Support Engineer

• Provide second-tier technical support for Outseer Fraud Manager and Outseer 3D-Secure products
• Handle escalated issues from the frontline support team
• Use structured troubleshooting covering problem recognition, research, isolation, and resolution
• Diagnose and resolve complex technical product issues
• Collaborate with product development, engineering, and quality assurance teams
• Provide technical guidance and mentoring to junior support engineers
• Participate in project delivery, product implementation, and deployment
• Develop and maintain troubleshooting guides and knowledge base articles
• Communicate with customers throughout the support process about progress and expected resolutions
• Identify customer issue trends and provide feedback to product development
• Stay current with product features and updates
• Contribute to process improvement and support workflow optimization

• Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems, etc.) or equivalent of 4 years’ experience in customer support roles
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Ability to work well under pressure and manage multiple customer requests simultaneously
• Attention to detail and strong organizational skills
• Proficiency working with multiple databases and standard web architectures
• Ability to work independently and collaboratively
• Dedication to exceptional customer service and high customer satisfaction
• Willingness to learn and adapt to new technologies and product updates
• Availability for flexible hours, including weekends and holidays
• Knowledge of administration with J2EE web applications (Tomcat/WebSphere/WebLogic/JBoss) is a bonus
• Basic networking knowledge, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking
• Knowledge of 2FA/MFA, Single Sign-On, 3D Secure, and EMVCo payment framework
• Basic understanding of LAMP/MEAN stack applications
• Understanding of database technologies and SQL queries
• Basic HTML, JavaScript, and PHP
• Basic API and SOAP methodologies
• Understanding of Java or other programming languages
• Understanding of SSL/TLS encryption
• Availability to work in a 24x7x365 organization, including shift work, holidays, and on-call responsibilities

• Equal employment opportunity
• Work environment free of discrimination and harassment