Regional Support Product Expert

Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. CX-focused, cybersecurity conscious leaders rely on Transmit Security’s xCIAM platform to provide their customers with smooth experiences protected from fraud across all channels and devices.

Transmit Security serves many of the world’s largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce. For more information, please visit www.transmitsecurity.com.

About the Role :

As a Regional Support Product Expert, you will be responsible for providing exceptional support to a select group of assigned clients, ensuring they maximize the value of our Transmit products.

Your role will involve project management, proactive communication, troubleshooting, and collaboration with internal teams.

What you’ll do :

• Serve top-tier customers, understanding their business goals and priorities.
• Proactively assist customers in achieving their desired outcomes by providing timely recommendations.
• Establish Trusted Advisor relationships with key decision-makers.
• Communicate and advise customers on technology changes or disruptions.
• Ensure proactive communication during service degradation or disruptions.
• Advocate for customers during the resolution of high-severity cases, ensuring customer satisfaction.
• Provide technical support within SLA, replicating and troubleshooting issues.
• Independently handle incoming tickets in a professional manner.
• Collaborate with Engineering and Product teams.
• Travel is required.
  
  

• Minimum 4 years of relevant experience in Professional Services, Technical Account Management, Support Engineering, Technology Solutions Development, or Solutions Architecture.
• Experience with large, complex, distributed systems.
• Strong communication and influencing skills at all levels.
• Ability to prioritize, multitask, and perform under pressure.
• Aptitude for analyzing technical concepts and translating them into business terms.
• Experience with ticketing systems like Salesforce.
• Hands-on experience in on-premises and SaaS customer support.
• Bachelor's degree in Information Technology, Computer Science, or related discipline (professional certification is a plus).
• Experience with monitoring tools (e.g., Datadog).
• Experience supporting REST API and web-based products.
• Knowledge of authentication technologies, FIDO-based biometrics, and authentication protocols (OIDC, OAuth, SAML).
• Familiarity with PKI, X.509 certificates, SSL/TLS.
• Familiarity with mobile platforms (iOS, Android).