Senior Technical Support Engineer

Transmit Security; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Remote work for NA

Growth opportunities

Collaborative team culture

Job summary

Transmit Security is seeking a Senior Technical Support Engineer in Bengaluru to act as a critical escalation point for enterprise customers using the Mosaic platform. You will diagnose complex Identity and fraud prevention issues and work closely with customers to restore services quickly.

You will collaborate with engineering and product teams to perform root cause analyses, drive product enhancements, and deliver a white-glove support experience across cloud SaaS environments, APIs, and

Qualifications

• BS/BA in IT or CS required.
• 6+ years in technical support or engineering.
• Hands-on Linux administration and scripting.
• Strong English communication and customer focus.
• Experience with multi-tier architectures and incident management.
• Familiarity with REST APIs and cloud environments.

Responsibilities

• Provide advanced technical support within SLA.
• Own and manage customer issues till resolution.
• Analyze root causes and drive improvements.
• Collaborate with engineering and product teams.
• Replicate issues in test environments.

Skills

Linux

Troubleshooting

REST API

Cloud Platforms

English

Problem Solving

Multitier Apps

Java/Python

Education

BS/BA IT or CS

Tools

Linux OS

SaaS Platforms

Job description

About Us

Transmit Security is a leader in identity and fraud prevention, empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection, machine learning-driven risk assessment, and real-time decision-making across customer journeys. As we continue to grow, we’re seeking a dedicated and customer-focused Senior Technical Support Engineer to join our team and provide high-impact technical support. We’re seeking a dedicated and customer-focused

About Us

Transmit Security is a leader in identity and fraud prevention, empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection, machine learning-driven risk assessment, and real-time decision-making across customer journeys. As we continue to grow, we’re seeking a dedicated and customer-focused Senior Technical Support Engineer to join our team and provide high-impact technical support. We’re seeking a dedicated and customer-focused Senior Technical Support Engineer to provide excellent customer service, lead processes and work on a mission critical product.

Role Overview

As a Tier 3 Support Engineer at Transmit Security, you will serve as a critical escalation point within the Customer Support organization, handling the most complex and technically challenging issues related to our identity security, fraud prevention, and CIAM platform. You’ll work directly with enterprise customers, engineering teams, and product management to ensure timely resolution of incidents while delivering a white-glove support experience.

This role requires deep technical expertise, excellent problem-solving skills, and a proactive mindset. You’ll be expected to perform in-depth root cause analyses, manage critical incidents, and contribute to product improvements by identifying recurring issues and suggesting enhancements.

Key Responsibilities

• Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Evaluate root cause analysis to eliminate recurring customer issues
• Handle complex customer issues through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related 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
• Replicate customer issues in the support test environment
• Collaborate with several internal teams

Required Qualifications

• At least 6 years of technical Support engineering experience
• Experience working in mission critical environments
• Experience in working with multi-tier and complex applications
• Hands on experience with Linux operating system
• Strong analytical and troubleshooting skills is a must
• Service-oriented personality with a can-do attitude is a must
• A team player with the ability to work independently is a must
• Excellent interpersonal and communication skills both written and verbal English
• BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
• Familiar with one of the programing language such as Java, Scala, Python, bash scripting is nice to have
• Experience with database management is an advantage
• Practical knowledge of REST API
• Familiar with SaaS and Cloud environments like GCP, Azure, AWS
• Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)
• Knowledge on authentication technologies such as FIDO-based biometrics, authentication, Federation SSO protocols such as OIDC, OAuth, SAML, etc.
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Good knowledge on Mobile Platforms (IOS, Android) is a big plus

What We Offer

• Impactful Role: Play a key role in delivering a market-leading solution to our customers, ensuring fraud protection and frictionless user experiences.
• Growth Opportunities: Be part of a fast-growing company with plenty of opportunities for professional development and career advancement.
• Flexible Work Environment: Remote work options available for North American candidates.
• Collaborative Team Culture: Join a passionate and innovative team committed to making a difference in the security and fraud prevention space.

Individual compensation for this role is determined based on various factors, including but not limited to qualifications, experience, location, and overall business and organizational needs.

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 encourage diversity and embrace 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 characteristics that make our employees unique.