Application Support Engineer I

Product Overview:

Outseer Fraud Manager is an advanced, omnichannel fraud detection hub that provides risk-based, multi-factor authentication for organizations seeking to protect their consumers from fraud across digital channels. Powered by the AI/ML based Risk Engine, Outseer Fraud Manager is designed to measure the risk associated with a user's login and post-login activities by evaluating a variety of risk indicators. Using powerful machine learning and fine-grained policy controls, this anti-fraud hub only requires additional assurance, such as out-of-band authentication and transaction signing, for scenarios that are elevated risk and/or violate rules established by an organization. This methodology provides transparent authentication for most of the users, ensuring a frictionless end user experience and high fraud detection rates.

The Application Support Engineer works with Outseer customers to ensure rapid identification, ownership, and resolution of application-level issues, in addition to communicating updates back to the customer. The Application Support Engineer will take ownership of application issues and work with the Outseer technical teams to triage and resolve issues which impact product performance and reliability in customer-specific environments.

In addition to working with customers, the Application Support Engineer will routinely partner with our Development, PS, and Cloud Operations teams to document bugs, perform basic regression testing, and ensure that new and newly upgraded application installations are successful.

Essential Duties

• Act as the primary technical liaison between customers and other departments to resolve application issues.
• Execute application sanity test to ensure application health.
• Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including availability to perform on-call (after hours) shifts.
• Partner with other technical teams to perform application patches and upgrades.
• Develop, document, mentor, and train others in support procedures for application-related triage and problem solving.
• Resolve highly complex technical issues associated with patch and upgrade deployments.
• Lead support case resolution efforts for prescribed customer cases
• Extensively research and document customer software and technical issues
• Collaborate with Customer Support, Escalation Engineering, and Cloud Operations to identify high priority application issues.
• Provide implementation assistance as a SME to Professional Services and Cloud Operations
• Guide Support Analysts in researching, resolving and documenting customer server issues.

Desired Requirements

• BA/BS degree in CS or technical degrees; equivalent work experience will also be considered.
• 4+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications.
• Strong understanding of highly complex technical implementations which may include relational databases, networking, server set-up, single sign on and system administration.
• Service Minded. You deliver customer support like you expect to receive it, with excellence and confidence.
• Detail oriented. You have an ability to prioritize a high-volume workload in a timely manner.
• Excellent verbal and written communication skills.
• Proven problem solver who loves tackling difficult challenges and quickly arrive at the best solution.

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.

Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Outseer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Outseer will not tolerate discrimination or harassment based on any of these characteristics. Outseer encourages applicants of all ages.