Full-Time Support Engineer

Why Entersekt Founded over 16 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in mobile authentication, mobile app security, and payments enablement technology, offering highly scalable products. Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Entersekt protects the digital transactions of over 210 million active users and holds 120 active patents that recognize innovation in digital security, payments, and user experience. Entersekt offers secure authentication and digital payments experiences that remove unnecessary friction. Entersekt has invested in, and created, a diverse product portfolio that positions the company well to execute on its expansion in North America and European markets.

The Ideal Candidate Are you a skilled problem-solver with a passion for technology and a knack for delivering exceptional client service? Join us as a Support Engineer, where your technical expertise and calm, organized approach will help us ensure Entersekt’s banking authentication and payment solutions consistently exceed client expectations.

The Role The Support Engineer plays a critical role in delivering an exceptional client experience by providing technical support for our 3D Secure Payment and Banking Authentication products and services. This role primarily focuses on supporting our global client base including our expanded profile across North America and LATAM.

Responsibilities

• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined SLAs.
• Accurately document incidents, requests, resolutions, and client requirements.
• Provide clear explanations of technical concepts to both technical and non-technical stakeholders.
• Triage complex, technical escalations from clients and internal teams.
• Resolve issues promptly using documentation, test accounts, and in-depth knowledge of the Entersekt product suite.
• Investigate and troubleshoot transaction failures and product-related issues.
• Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues.
• Collaborate with internal teams to document incident causes and corrective actions.
• Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures.
• Participate in team initiatives and ad-hoc projects as needed.
• Engage with cross-functional stakeholders to coordinate the resolution of technical issues.

Skills and Experience

• Bachelor’s degree or higher education (preferably in Engineering, Computer Science, or IT)
• High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce payment realm
• 2+ years of relevant work experience in a technical client support or operations role serving SaaS clients
• Advanced knowledge of authentication and payment transaction flows
• Experience in troubleshooting and resolving software issues
• Excellent written and verbal communication skills; proficiency in English and Spanish, bonus for Portuguese.

Preferred: A basic understanding of how Linux, MySQL, Java, Webservice APIs, and AWS Kubernetes, or similar technologies, work from a support perspective (i.e., the ability to query and analyze databases, transaction workflows, and logs for troubleshooting purposes).

Personality Attributes

• Extremely organized, detail-oriented, and able to manage time effectively.
• Demonstrates a sense of urgency and timeliness.
• Takes the initiative to research and learn on their own.
• Ability to analyze and troubleshoot complex problems.
• Effective written and verbal communication skills.
• Action-oriented and passionate about client service.
• Ability to function well under pressure.

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