Senior Customer Support Engineer

1 week ago

مصر, Egypt RSA Full time

**About Outseer**

**What you’ll achieve**:
Our Senior Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products, as well as support and guide junior support engineers as the shift lead. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risked-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

This role will serve as second-tier technical support and project delivery to our customers, focusing on resolving complex technical product issues. Providing technical support and guidance to our customers, resolving complex issues, handling escalations, and coaching and leading the customer support team. This is a tenured Outseer product expert with technical expertise and leadership abilities helping drive customer satisfaction and continuous improvement in our support processes.

**Essential Duties**
- Provide second-tier technical support to customers, handling escalated issues from the frontline support team.
- Provide expert-level technical support to customers, serving as the primary point of contact for complex and escalated issues.
- Resolve challenging technical product issues, utilizing a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.
- Oversee the team’s productivity and engagement as the shift lead.
- Mentor and guide junior support engineers, sharing your knowledge and expertise to help them develop their skills.
- Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively and provide feedback for product improvements.
- Lead and coordinate efforts to identify and implement process improvements, optimizing support workflows, and enhancing customer experience.
- Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.
- Develop and maintain technical documentation, including troubleshooting guides, best practices, and knowledge base articles.
- Actively engage with customers throughout the support process, ensuring timely communication and managing customer expectations.
- Participate in customer meetings and provide technical expertise and insights to assist with customer success and satisfaction.
- Identify patterns or trends in customer issues, analyze data, and provide recommendations for product enhancements or feature requests.
- Collaborate with the sales team to support pre-sales activities, including product demonstrations and technical discussions with potential customers.
- Conduct training sessions and workshops for customers and internal teams, sharing best practices and promoting effective use of our products.
- Available to work 24X7X365 organization, shift work, holidays, and on-call responsibilities may be required.

**Desired Requirements**
- Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent of 6+ years’ experience in customer support roles, preferably in a technical or software-related field.
- Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.
- Strong problem-solving 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 team-oriented 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.
- Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
- Industry specific technologies:

- 2FA/MFA (KBA, OTP, Biometrics)
- Single-Sign On
- 3D Secure and EMVCo payment framework
- 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**
- **Change Facilitation**: Encourages and supports continuous improvement of work practices and processes. Facilitates change by actively seeking opportunities for innovation and sharing ideas w

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