Customer Support Engineer

About Outseer

At Outseer we are empowering our customers to liberate the world from digital fraud. Our marketleading enterprise fraud and authentication platform is used by thousands of financial institutions around the world to protect millions of customer accounts and billions of transactions annually. Leveraging proven data science including our proprietary consortium data our customers use our riskbased machine learning platform to deliver the highest fraud detection rates lowest false positive rates and lowest customer intervention in the industry. We stop fraud not customers. See what others cant at outseer.

What youll achieve:

Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3DSecure products. Outseer products are comprehensive riskbased authentication and fraud detection platforms that take a riskbased approach to enable strong multifactor authentication using device forensics behavioral analysis and RSA eFraudNetwork matching.

This role will serve as the frontline support for our external customers managing their requests diagnosing inquiries related to Outseer products and ensuring timely resolution. Excellent communication skills technical expertise and problemsolving abilities will be essential in delivering exceptional customer support.

Essential Duties

• Act as the first point of contact for external customers receiving and documenting their requests and issues.
• Provide prompt and professional responses to customer inquiries through various channels such as phone email and live chat.
• Diagnose and troubleshoot customer inquiries related to Outseer products ensuring accurate understanding of the problems and providing appropriate solutions.
• Support internal and external licensing requests ensuring compliance with licensing agreements and providing necessary assistance.
• Resolve most customer requests independently demonstrating a strong understanding of our products and services.
• Identify and escalate more complex problems or issues to the appropriate internal teams providing detailed information for efficient resolution.
• Maintain and update knowledge base entries ensuring accurate and uptodate information is available for both internal and external use.
• Work with multiple databases and standard web architectures to gather relevant information and provide comprehensive support to customers.
• Handle customer email communication ensuring prompt and professional responses to customer inquiries.
• Collaborate with crossfunctional teams including product development engineering and sales to ensure customer needs are met and issues are resolved in a timely manner.
• Continuously strive to improve customer support processes and contribute to enhancing overall customer experience.
• Assist with other project duties as assigned contributing to the continuous improvement of our customer support processes.
• Available to work 24X7X365 organization shift work holidays and oncall responsibilities may be required.

Desired Requirements

• Bachelors degree in a technical discipline (Engineering Computer Science Information Systems etc. or equivalent experience in customer support roles preferably in a technical or softwarerelated field.
• 2 years experience in technical customer service role preferably in a technical or softwarerelated field.
• Excellent verbal and written communication skills with the ability to effectively convey technical information to nontechnical customers.
• Strong problemsolving and analytical skills with the ability to diagnose and resolve customer inquiries efficiently.
• A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
• Ability to work well under pressure and manage multiple customer requests simultaneously.
• Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
• Proficiency in working with multiple databases and standard web architectures.
• Ability to work both independently and collaboratively within a teamoriented environment.
• Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
• Willingness to learn and adapt to new technologies and product updates.
• Availability to work flexible hours including weekends and holidays if required.
• Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
• Basic Network (TCP/IP routing TCP/UDP communications DNS TOR networking etc.
• Industry specific technologies:
  • 2FA/MFA (KBA OTP Biometrics)
  • SingleSign On
  • 3D Secure and EMVCo payment framework
• Basic understanding around applications built on LAMP/MEAN stack
  • Understanding about database technologies and SQL queries
  • Basics around HTML/Javascript/PHP
  • Basics concepts around APIs and SOAP methodologies
  • Understanding of programming languages such as Java
• Understanding about SSL/TLS encryption

Desired Behaviors

• Adaptability: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.
• Proactive Action: Takes initiative and is driven by results. Takes ownership of actions and outcomes meeting commitments and striving for high performance.
• Effective Workload Management: Makes timely decisions prioritizes tasks effectively solves problems monitors results and takes corrective action when necessary.
• Technical Proficiency: Possesses a solid understanding of their role and responsibilities demonstrating competence in performing tasks and utilizing relevant technical skills.
• Continuous Learning: Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement actively seeks feedback and embraces opportunities to learn.
• Effective Communication: Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals actively listens to colleagues perspectives and values diverse viewpoints.
• Collaboration: Shares information fosters teamwork and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.
• Ethical Conduct and Competence: Acts with integrity and intent displaying ethical character in all actions. Takes accountability for ones own behavior and aligns actions with the companys values and principles.
• Good Citizenship: Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall wellbeing and success of the organization.

EEO Language at the end of the job description global

Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Outseer are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical mental or sensory disability HIV Status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate. Outseer will not tolerate discrimination or harassment based on any of these characteristics. Outseer encourages applicants of all ages.