Principal Technical Support Engineer
HybridSan Diego, California, United States
Job Summary
Respond to escalated tickets by investigating root causes using API payload validation, log analysis, and database querying. Liaise with Engineering and Data Science teams to document resolutions and identify product enhancements. Mentor Tier 2 support staff by training on documented issues and resolutions to reduce future escalations. Coordinate with technical writing to suggest improvements to customer-facing documentation. Provide reports on ticket trends and recommendations to Product Management and Engineering leadership. This role serves as the primary escalation contact for product questions within Mitek's global digital and biometric identity authentication platform.
Required Qualifications
- 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, JSON schemas, Java, Go-Lang, SDKs/libraries, Javascript front-end, web technologies and webhooks
- Certificate management
- Database querying (SQL/NoSQL)
- reading/interpreting application logs
- 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
Desired Qualifications
- 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
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