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 

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