Product Support Specialist- Mobile Suite

| Chicago

At OneSpan, you’ll be part of a team that is trusted by more than 10,000 organizations around the world to safeguard their customers against cyber-crime and fraud, and deliver exceptional digital experiences that build lasting customer loyalty. Your contribution will help us to push the boundaries of what’s possible to improve the security and lives of millions of people around the world. In short, what you do here matters. We offer the best of both worlds – a solid foundation that only an established global enterprise can provide, with the energy and creativity of an innovative start-up. In every role at OneSpan, you’ll contribute to the success of the most advanced security and e-signature technologies, and have opportunities to grow.

Check us out @ www.onespan.com !

Specific to this role, we are looking for an individual who has experience in mobile phone software technology with either iOS or Android, or both development platforms.

Responsibilities:

  • Investigate and diagnose tickets to obtain resolution as quickly as possible
  • Document troubleshooting steps and resolution details
  • Become the Subject Matter Expert (SME)in OneSpan Mobile security products including application shielding
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all tickets
  • Verify resolution with end-users and resolve assigned tickets
  • Escalate Major Incidents to the Incident Manager
  • Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
  • Escalate & prioritize unresolved Incidents to 3rd line
  • Approval of knowledge base articles
  • Product Focus

Required skills:

  • Bachelor in Computer Science or equivalent 
  • 4+ years’ experience in a helpdesk and/or technical support role
  • Knowledge and experience in working with Mobile Phone software technology
  • A familiarity with the iOS tool ecosystem for testing and debugging
  • Strong communication skills (written/spoken) 
  • Well-organized with attention to detail 
  • Good customer-approach/very customer-centric
  • The more of the following, the better:
    • Operating Systems (Mac OS, Linux, X, …) 
    • Mobile development (Android, iOS) 
    • Programming Languages (JAVA, C#, …) 
    • Swift, xCode, Cordova
    • Scripting (XML, HTML, JSON, CSS, XSLT, …) 

Nice-to-haves:

  • ITIL-Foundation 
  • Languages other than English 

#LI-MJ1

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries

Location

Our company is in the heart of downtown with easy access to public transportation, bars and restaurants. Plus we have amazing views!!
121 W Wacker Drive, Suite 2050, Chicago, IL 60601

An Insider's view of OneSpan

What's something quirky about your company?

My co-workers are not just those sitting next to me. I collaborate with people from around the world on a daily basis.

Tim

Website Manager

What does your typical day look like?

Some days, even before 9 a.m., I’ll speak to a product manager in France, a sales rep in Turkey, a marketing colleague in Montreal, and a business solutions manager in Belgium. I’ve never had the pleasure of working with such a wide variety of people and cultures. It makes OneSpan truly unique in my career.

Sam

Product Marketing Manager

What are some things you learned at the company?

Collaboration is key. Cross-departmental meetings are designed to help us align on challenges. We all unite to overcome any difficulties, where it feels like I’m helping them as much as they are helping me. Working together is one of OneSpan’s biggest values. Not only does the company preach teamwork, but it really values it.

Richa

Enterprise Data Analyst

What is your vision for the company?

We will transition from a software-based offering to a services offering, which will allow our customers to consume identity verification and authentication in simple and cost-effective way. Our ability to keep up and excel in the delivery of security-as-a-service will require a concerted effort by the company and its people to be increasingly agi

Scott

Chief Executive Officer

What makes someone successful on your team?

A passion for teamwork and desire to work collaboratively with a focus on the future; a strong desire to roll up their sleeves and think beyond their job description; a drive to put customers above all else; and a compulsion to learn and grow rather than maintain the status quo.

Tracy

Chief Human Resources Officer

What are OneSpan Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Beer & wine happy hours!
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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