2nd line Customer Support Engineer (with MS SQL knowledge)

London, United Kingdom

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.

OneSpan is looking for a "2nd line Customer Support Engineer" or ‘Product Specialist’ to join our EMEA Customer Services department and will based in London at our Dealflo office.


  • Investigate and diagnose tickets to obtain resolution as quickly as possible
  • Document troubleshooting steps and resolution details
  • Become a Subject Matter Expert (SME)
  • 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
  • Customer focus on Key Account Management
  • Inside knowledge of customers’ business, infrastructure, used products
  • Weekly call with the customer to check open incidents, future projects, recent changes
  • Monthly reporting
  • Attend troubleshooting calls
  • Ensures protection of customer systems and information at all times
  • Position could include shift work and/or on-call duties

Required skills:

  • Bachelor in Computer Science or equivalent
  • 2+ years’ experience in a Customer/Technical Support environment
  • Windows – MS Office
  • Networking Knowledge
  • 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 (Linux, Mac OS X, …)
    • Programming Languages (JAVA, C#, …)
    • Scripting (XML, HTML, JSON, CSS, XSLT, …)
    • Databases (Oracle, MariaDB, MS SQL, …)
    • Servers (Websphere, Apache, Weblogic, JBOS, …)
    • Mobile development (Android, iOS)
    • Web Services (Soap, REST, Groovy)


  • ITIL-Foundation
  • Languages other than English