Principal Technical Support Engineer

What You’ll Do (Essential Responsibilities):

• Monitoring Escalated Queues – Responding to escalated tickets promptly and professionally indicating reviews are in progress.
• Responding to Questions – Providing answers about product behaviors and performance based on internal information sources and hands-on experience.
• Investigating Issues – Researching issues using internal tools, API payload validation, request/response analysis, log analysis, database querying and where applicable, reviewing code and consulting subject matter experts. Recording relevant information for further escalation as needed.
• Providing Timely Updates – As tickets are being handled, providing information about the investigative process and a final resolution which may be closing the ticket or escalating for further action.
• Liaising with Engineering/Data Science – Working with Engineering and Data Science team to identify root causes and documenting answers for the ticket as well as enhancements for the product.
• Mentoring Customer Support – Documenting issues/resolutions and training Support Tier 2 to reduce future escalations.
• Coordinating with Technical Writing – Providing suggested improvements to customer facing product documentation to reduce support tickets.
• Report on Ticket Trends – Providing reports and recommendation to Product Management and Engineering leadership on product improvements that reduce customer support tickets.

What You’ll Need (Required Knowledge, Skills & Abilities):

• 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, Lambda, 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.

What Would be Nice (Preferred Skills & Experience):

• 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.

Who You Are (Soft Skills & Attributes):

• Thrives in a fast-paced team-focused culture and adapts to a changing environment.
• Data-driven, strategic mindset.
• Logical and creative problem-solving.
• Excellent interpersonal and relationship management skills.
• Planning, organization, and facilitation skills.