Tier 1 Technical Support

About AU10TIX:

AU10TIX, an identity management company headquartered in Israel, provides critical, modular solutions to link physical and digital identities so that companies and their customers can confidently connect. Over the last decade, AU10TIX has become the preferred partner for customer onboarding and customer verification automation and we continue to work on the edge of what’s next for the future of identity’s role in society. Our proprietary technology provides results in less than 8 seconds, allowing companies to onboard faster, prevent fraud, meet compliance mandates, and, importantly, establish trust with their customers. We recently announced an $80M investment from TPG and Oak ft/hc to fuel growth and innovation. AU10TIX is a subsidiary of ICTS International N.V. For more information, visit AU10TIX.com.

Job Description

We are looking for a Tier 1 technical support engineer.

The main role of Tier 1 is to handle new and ongoing queries from our customers while being their technical “focal point”.

To excel in this role, the ideal candidate should strive to reach an expert level of proficiency within our product, enabling them to demonstrate robust analytical and troubleshooting skills. It is essential for the candidate to possess an in-depth understanding of the product's intricacies, features, and functionalities. This expertise will empower them to effectively analyze complex issues and provide accurate solutions to our customers' queries.

We are looking for a team player with exceptional communication skills, who can function and deliver under pressure.

The Tier 1 technical support engineer will support our worldwide customers by providing a deep analysis of customers’ technical queries, working closely with T2 support, NOC, R&D, DevOps & CSM.

Responsibilities

• Conducting thorough investigations and troubleshooting complex customer issues, taking ownership of the process from initial contact to resolution, and ensuring customer satisfaction.
• Effectively communicating customer issues and requests to product management and the research and development (R&D) teams.
• Resolve problems independently and understand the correct escalation procedures.
• Providing reliable technical assistance to both internal and external customers, particularly in handling complex and advanced product issues, and acting as a technical lead focal point.
• Support customers with integration, SDK, Coding related issues.
• Follow up with customers and internal teams for issue resolution, Manage bug workflows, and work in close contact with related R&D teams.
• Maintaining and managing our internal Knowledge Base and playbooks, ensuring they are up-to-date and accessible for reference and troubleshooting purposes.

Requirements

• Previous experience in Technical Support or equivalent background.
• High-quality individuals with great interpersonal skills and team players.
• Fluent in English with strong oral (phone) and written (e-mail) communication skills.
• Advanced analytical thinking and problem-solving skills
• The ability to work in stressful situations and self-control.\
• Exceptional customer service skills are a fundamental requirement for this role. We are seeking candidates who possess a proven track record of delivering excellent customer service.