Principal Technical Support Engineer
M
MitekSaaS, FinTech
SpainFull-TimePrincipal
Salary37,000 - 56,000 EUR per year
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Job Details
- Languages
- English
- Experience
- 4+ years
- Required Skills
- AWSSQLJavaJavascriptNosqlRESTful APIsGitHubPostmanTechnical support
Requirements
- 4+ years in Tier 3 technical support, solutions engineering, or application development.
- Experience within a SaaS, cybersecurity, FinTech, or fraud prevention environment.
- Proficiency with GitHub, Postman, REST APIs, and JSON schemas.
- Experience with Java, Go-Lang, SDKs, and JavaScript front-end technologies.
- Familiarity with web technologies and webhooks.
- Working understanding of certificate management and database querying (SQL/NoSQL).
- Ability to read and interpret application logs.
- Experience with gRPC, protocol buffers, and AWS services (ECS, EKS, S3, Lambda, JMS, API Gateway).
- Strong problem-solving skills and ability to work independently.
- Excellent English-language written and oral communication skills.
Responsibilities
- Monitor escalated queues and provide prompt updates to stakeholders.
- Respond to complex product behavior and performance inquiries.
- Investigate technical issues using API payload validation, request/response analysis, log analysis, and database queries.
- Liaise with Engineering and Data Science teams to identify root causes and document product enhancements.
- Mentor Customer Support Tier 2 team members and document resolutions to reduce future escalations.
- Coordinate with Technical Writing to improve customer-facing product documentation.
- Report on ticket trends to Product Management and Engineering leadership.
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