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, Lamba, 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

Familiarity with any other modern programming languages, C++ desired

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