Senior Customer Support Engineer

Outseer

. Provide second-tier technical support for Outseer Fraud Manager and Outseer 3D-Secure products .

Posted 10/14/2026full-timeRemote • EgyptSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing second-tier technical support for Outseer Fraud Manager and Outseer 3D-Secure products, with strong problem-solving abilities and proficiency in troubleshooting complex technical issues. Capable of collaborating with cross-functional teams and mentoring junior engineers while maintaining a focus on customer satisfaction and process improvement.

Highest-signal resume keywords

Technical Support for Outseer ProductsProblem-Solving and Analytical SkillsDatabase Technologies and SQL QueriesJ2EE Web Application AdministrationCustomer Service and Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportTroubleshootingDatabase TechnologiesSQL QueriesJ2EE Web ApplicationsHTMLJavaScriptPHPAPI MethodologiesSSL/TLS Encryption

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsAttention to DetailAbility to Work Under Pressure

Tools & Technologies

TomcatWebSphereWebLogicJBossTCP/IPDNS2FA/MFASingle Sign-On3D SecureEMVCo Payment Framework

Industry Keywords

Customer SupportProduct ImplementationProcess ImprovementKnowledge Base Development24x7 Support

Tech Stack

Tools & technologies

DNSJ2EEJavaJavaScriptLAMPPHPSOAPSQLTCP/IP

About the role

Key responsibilities & impact

Provide second-tier technical support for Outseer Fraud Manager and Outseer 3D-Secure products
Handle escalated issues from the frontline support team
Use structured troubleshooting covering problem recognition, research, isolation, and resolution
Diagnose and resolve complex technical product issues
Collaborate with product development, engineering, and quality assurance teams
Provide technical guidance and mentoring to junior support engineers
Participate in project delivery, product implementation, and deployment
Develop and maintain troubleshooting guides and knowledge base articles
Communicate with customers throughout the support process about progress and expected resolutions
Identify customer issue trends and provide feedback to product development
Stay current with product features and updates
Contribute to process improvement and support workflow optimization

Requirements

What you’ll need

Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems, etc.) or equivalent of 4 years’ experience in customer support roles
Excellent verbal and written communication skills
Strong problem-solving and analytical skills
Ability to work well under pressure and manage multiple customer requests simultaneously
Attention to detail and strong organizational skills
Proficiency working with multiple databases and standard web architectures
Ability to work independently and collaboratively
Dedication to exceptional customer service and high customer satisfaction
Willingness to learn and adapt to new technologies and product updates
Availability for flexible hours, including weekends and holidays
Knowledge of administration with J2EE web applications (Tomcat/WebSphere/WebLogic/JBoss) is a bonus
Basic networking knowledge, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking
Knowledge of 2FA/MFA, Single Sign-On, 3D Secure, and EMVCo payment framework
Basic understanding of LAMP/MEAN stack applications
Understanding of database technologies and SQL queries
Basic HTML, JavaScript, and PHP
Basic API and SOAP methodologies
Understanding of Java or other programming languages
Understanding of SSL/TLS encryption
Availability to work in a 24x7x365 organization, including shift work, holidays, and on-call responsibilities

Benefits

Comp & perks

Equal employment opportunity
Work environment free of discrimination and harassment