Customer Support Engineer

About Outseer

At Outseer we are empowering our customers to liberate the world from digital fraud. Our market-leading enterprise fraud and authentication platform is used by thousands of financial institutions around the world to protect millions of customer accounts and billions of transactions annually. Leveraging proven data science, including our proprietary consortium data, our customers use our risk-based, machine learning platform to deliver the highest fraud detection rates, lowest false positive rates, and lowest customer intervention in the industry. We stop fraud, not customers. See what others can’t at

What you’ll achieve :

Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risk-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

This role will serve as the frontline support for our external customers, managing their requests, diagnosing inquiries related to Outseer products, and ensuring timely resolution. Excellent communication skills, technical expertise, and problem-solving abilities will be essential in delivering exceptional customer support.

Essential Duties

• Act as the first point of contact for external customers, receiving and documenting their requests and issues.
• Provide prompt and professional responses to customer inquiries through various channels such as phone, email, and live chat.
• Diagnose and troubleshoot customer inquiries related to Outseer products, ensuring accurate understanding of the problems, and providing appropriate solutions.
• Support internal and external licensing requests, ensuring compliance with licensing agreements and providing necessary assistance.
• Resolve most customer requests independently, demonstrating a strong understanding of our products and services.
• Identify and escalate more complex problems or issues to the appropriate internal teams, providing detailed information for efficient resolution.
• Maintain and update knowledge base entries, ensuring accurate and up-to-date information is available for both internal and external use.
• Work with multiple databases and standard web architectures to gather relevant information and provide comprehensive support to customers.
• Handle customer email communication, ensuring prompt and professional responses to customer inquiries.
• Collaborate with cross-functional teams, including product development, engineering, and sales, to ensure customer needs are met and issues are resolved in a timely manner.
• Continuously strive to improve customer support processes and contribute to enhancing overall customer experience.
• Assist with other project duties as assigned, contributing to the continuous improvement of our customer support processes.
• Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.

Desired Requirements

Desired Behaviors

EEO Language at the end of the job description – global

Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Outseer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Outseer will not tolerate discrimination or harassment based on any of these characteristics. Outseer encourages applicants of all ages.