{"id":2561219,"url":"https://alion.io/job/outseer-senior-customer-support-engineer","title":"Senior Customer Support Engineer","company":{"id":2043146,"name":"Outseer","domain":"outseer.com","url":"https://alion.io/company/outseer","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Apache Tomcat","optional":false},{"name":"DNS","optional":false},{"name":"JavaScript","optional":false},{"name":"PHP","optional":false},{"name":"SOAP","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Java","optional":true}],"status":"live","first_seen_at":"2026-10-14T20:43:20Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T00:20:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Outseer\nAt Outseer, we’re helping our customers make the world a safer place. Our All-Cause Fraud prevention platform combines AI, behavioral biometrics and consortium intelligence to stop fraud, not customers across the globe. We’re a team that makes things happen, stays humble, adapts fast, and keeps it real, growing our business and each other every day.\nWhat you’ll achieve:\nOur Senior 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.\nThis role will serve as second-tier technical support and project delivery to our customers, focusing on resolving complex technical product issues. Strong problem-solving abilities, technical expertise, and a customer-centric approach will be critical in ensuring customer satisfaction and delivering exceptional support.\nEssential Duties\nProvide second-tier technical support to customers, handling escalated issues from the frontline support team.\nUtilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.\nDiagnose and resolve complex technical product issues, ensuring timely and accurate resolutions.\nCollaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively.\nServe as a technical expert, providing guidance and mentoring to junior support engineers.\nParticipate in project delivery activities, ensuring successful implementation and deployment of our products.\nDevelop and maintain technical documentation, including troubleshooting guides and knowledge base articles.\nActively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions.\nIdentify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement.\nStay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.\nContribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.\nAvailable to work 24X7X365 organization, shift work, holidays, and on-call responsibilities may be required.\nDesired Requirements\nBachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent of 4 years’ experience in customer support roles, preferably in a technical or software-related field.\nExcellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.\nStrong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.\nA polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.\nAbility to work well under pressure and manage multiple customer requests simultaneously.\nAttention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.\nProficiency in working with multiple databases and standard web architectures.\nAbility to work both independently and collaboratively within a team-oriented environment.\nDedication to providing exceptional customer service and maintaining high customer satisfaction levels.\nWillingness to learn and adapt to new technologies and product updates.\nAvailability to work flexible hours, including weekends and holidays, if required.\nKnowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.\nBasic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)\nIndustry specific technologies:2FA/MFA (KBA, OTP, Biometrics)\nSingle-Sign On\n3D Secure and EMVCo payment framework\n\nBasic understanding around applications built on LAMP/MEAN stackUnderstanding about database technologies and SQL queries\nBasics around HTML/Javascript/PHP\nBasics concepts around APIs and SOAP methodologies\nUnderstanding of programming languages, such as Java\n\nUnderstanding about SSL/TLS encryption\nDesired Behaviors\nAdaptability:Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.\nProactive Action:Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance.\nEffective Workload Management:Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary.\nTechnical Proficiency: Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills.\nContinuous Learning: Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn.\nEffective Communication: Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints.\nCollaboration:Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.\nEthical Conduct and Competence: Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles.\nGood Citizenship: Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall well-being and success of the organization.\nOutseer 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","description_format":"text","description_chars":6940,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-10-14T20:43:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":38,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T04:05:56Z"},"pay":null,"html_url":"https://alion.io/job/outseer-senior-customer-support-engineer","json_url":"https://alion.io/job/outseer-senior-customer-support-engineer.json","meta":{"generated_at":"2026-10-15T04:05:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5869,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2043146},"rest":"https://alion.io/mcp/rest/get_company?id=2043146"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foutseer-senior-customer-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foutseer-senior-customer-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foutseer-senior-customer-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/outseer-senior-customer-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foutseer-senior-customer-support-engineer"}]}