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 Senior Technical Support Engineer to join our team and provide high-impact technical support. We’re seeking a dedicated and customer-focused Senior Technical Support Engineer to provide excellent customer service, lead processes and work on a mission critical product.
Role Overview:
As a Tier 3 Support Engineer at Transmit Security, you will serve as a critical escalation point within the Customer Support organization, handling the most complex and technically challenging issues related to our identity security, fraud prevention, and CIAM platform. You’ll work directly with enterprise customers, engineering teams,
and product management to ensure timely resolution of incidents while delivering a white-glove support experience.
This role requires deep technical expertise, excellent problem-solving skills, and a proactive mindset. You’ll be expected to perform in-depth root cause analyses, manage critical incidents, and contribute to product improvements by identifying recurring issues and suggesting enhancements.
Key Responsibilities:
- 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 skilled way
- Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related complex issues
- Interact effectively with a wid