Remote Principal Tech Support Engineer – SaaS/FinTech

Mitek Systems; Spain (TX); On-site; USD 43,000 - 65,000; Full time

Benefits offered by this job

Home office setup allowance

Wellness program

Paid time off

MTK stock plan participation

Job summary

Mitek Systems seeks a Principal Technical Support Engineer to be the primary escalation contact for product questions and tickets. You will leverage product knowledge, debugging skills, and collaboration with Engineering to resolve issues and document answers for the ticket.

This role supports customers globally, mentors Tier 2 staff, and helps improve product documentation and incident trends, with a flexible remote work option and a strong emphasis on teamwork and data‑driven problem solving.

Qualifications

• 4+ years in Tier 3 technical support, solutions engineering, or application development in SaaS, cybersecurity, FinTech, or fraud prevention.
• Strong understanding of Github, Postman, REST APIs, JSON schemas, Java, Go-Lang and related web technologies.
• Excellent problem‑solving skills and ability to translate complex issues into business language.
• Fluent English communication with global customers and internal partners.

Responsibilities

• Monitor escalated queues and respond promptly with status updates.
• Answer questions about product behaviors based on internal sources and hands-on experience.
• Investigate issues using internal tools, API validation, log analysis, and data reviews.
• Provide timely updates and close tickets or escalate as needed.
• Collaborate with Engineering/Data Science to identify root causes and document fixes.
• Mentor Support Tier 2 and contribute to documentation improvements.
• Report ticket trends and propose product improvements to reduce future tickets.

Skills

Tier 3 technical support

Solutions engineering

SaaS / cybersecurity / FinTech domain

REST APIs / JSON schemas

Troubleshooting / root cause analysis

Communication with global customers

Tools

Github

Postman

REST APIs

JSON schemas

Java

Go-Lang

Job description

Mitek Systems seeks a Principal Technical Support Engineer to be the primary escalation contact for product questions and tickets. You will leverage product knowledge, debugging skills, and collaboration with Engineering to resolve issues and document answers for the ticket.

This role supports customers globally, mentors Tier 2 staff, and helps improve product documentation and incident trends, with a flexible remote work option and a strong emphasis on teamwork and data‑driven problem solving.