Senior Customer Support Engineer
# Senior Customer Support Engineer **Outseer** · Cairo · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role About Outseer At Outseer, we’re helping our customers make the world a safer place. Our All-Cause Fraud prevention platform combines AI, behavioral biometrics and consortium intelligence to stop fraud, not customers across the globe. We’re a team that makes things happen, stays humble, adapts fast, and keeps it real, growing our business and each other every day. What you’ll achieve: Our Senior Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risk-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. Strong problem-solving abilities, technical expertise, and a customer-centric approach will be critical in ensuring customer satisfaction and delivering exceptional support. Essential Duties - Provide second-tier technical support to customers, handling escalated issues from the frontline support team. - Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps. - Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions. - Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively. - Serve as a technical expert, providing guidance and mentoring to junior support engineers. - Participate in project delivery activities, ensuring successful implementation and deployment of our products. - Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles. - Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions. - Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement. - Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support. - Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience. - 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 4 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. - Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus. - 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 - Basic understanding around applications built on LAMP/MEAN stack - 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 - Adaptability: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes. - Proactive Action: Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance. - Effective Workload Management: Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary. - Technical Proficiency : Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills. - Continuous Learning : Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn. - Effective Communication : Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints. - Collaboration: Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members. - Ethical Conduct and Competence : Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles. - Good Citizenship : Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall well-being and success of the organization.
Наблюдалась 2026-10-15, впервые 2026-10-14, источник — Indeed.