Transmit Security, the identity experience company, is at the forefront of creating frictionless identity experiences for both customers and workforce across all channels. Our user-centric solutions, which include the industry’s first app-less biometric authenticator, are proven to ensure an effortless and truly passwordless experience - effectively reducing all forms of identity attrition and saving enterprises substantial costs. Transmit Security was co-founded by serial entrepreneurs and investors, Mickey Boodaei and Rakesh Loonkar in 2014 with the aim of changing the security identity landscape. In 2020, Deloitte recognized Transmit Security as the 5th fastest growing company in North America. Today, our powerful technology is used by millions of end-users worldwide spanning across all industries and platforms.

Transmit customer support team, part of the Services organization, Provides Technical assistance by responding to Transmit Customers to resolve complex technical issues by Triaging, troubleshooting, performing root cause analysis, and restoring the functionality of the complete Transmit Security Solution.

Customer Support Coverage is 24x7x365, supporting activities such as Incident & Problem handling, access to software releases, delivery of software patches, and update knowledge base.

The Customer support engineer is a technical point of contact assigned to the tickets and working to achieve incident resolution, for production emergencies, crisis incidents, troubleshooting assistance, and incident management based on predefined SLA.

What You'll Be Doing

• Handle incoming tickets through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality, usability related issues, and complex issues
• Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer’s development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
• Escalate on time to the engineering teams and coordinate on the problem resolution.
• Should be able to quickly replicate customer issues in the support test environment (Lab)
• Develop expertise to train staff on new technologies
• Focus heavily on contributing to the Knowledge Base as well as online communities.
• Insuring the quality of the Transmit products by testing it locally
• Collaborating with Engineering and Product team

Qualifications

• BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
• Proven experience as a senior support engineer, with 3 years of experience working with large enterprise customers in a global company
• Excellent interpersonal and communication skills both written and verbal English
• Experience with monitoring tools (Datadog or others)
• Experience supporting REST API (API Gateway)
• Familiar with SaaS and Cloud environments like Salesforce, GCP (& GSuite), Azure, AWS
• Familiar with web based products - different OS browsers (Cookies, local storage, incognito)
• Knowledge on authentication technologies such as FIDO-based biometrics
• Knowledge on Authentication, Federation  SSO protocols and specifications: OIDC (2.0), OAuth, SAML, etc
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Good knowledge on Mobile Platforms (IOS, Android)
• Resourcefulness and problem-solving attitude
• A team player with the ability to work independently

Preferred Knowledge: 

• Knowledge on authentication technologies such as FIDO-based biometrics
• Knowledge on Authentication protocols and specifications: OIDC (2.0), OAuth
• Knowledge on Federation, SSO
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Good knowledge on Mobile Platforms (IOS, Android)
• Virtualization
• Network knowledge on TCP/IP, Load Balancers, Firewalls along with troubleshooting tools including Wireshark
• Knowledge of system security and data backup/recovery
• Resourcefulness and problem-solving aptitude
• A team player with the ability to work independently.

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well.  We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other any other characteristics that make our employees unique. 

We require all candidates that receive and accept employment offers complete a background check before being hired.

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