Security Support Specialist

Chicago, Illinois, United States of America

ONESPAN is a global leader in delivering trust, security, and business productivity solutions to the digital market. ONESPAN develops next generation technologies that enable more than 10,000 customers in 100 countries in financial, enterprise, government, health care and other segments to achieve their digital agenda, deliver an enhanced customer experience and meet regulatory requirements. More than half of the top 100 global banks rely on ONESPAN® solutions to protect their online, mobile and ATM channels. ONESPAN’s solutions combine to form a powerful trust platform that empowers businesses by incorporating identity, fraud prevention, electronic signatures, mobile application protection and risk analysis.

 OneSpan is looking for an Security Support Specialist - Mobile Banking for one of our major banking customer to join our team in North America. 

Job Duties and Responsibilities:

  • Customer focus on Key Account Management   
  • Become a cyber security Subject Matter Expert (SME)
  • Investigate and diagnose tickets to obtain customer satisfaction 
  • Document troubleshooting steps and resolution details
  • Create and submit knowledge articles
  • Verify resolution with end-users and resolve assigned tickets
  • Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
  • Escalate & prioritize unresolved Incidents to 3rd line
  • Attend troubleshooting calls 


  • Experience with Account Management preferably Financial Services
  • Practical Mobile App support/development understanding (Android, iOS)
  • Bachelor in Computer Science or equivalent 
  • 5+ years’ experience in a customer support environment 
  • 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, …) 
    • Web Services (Soap, REST, Groovy)
    • Windows Server, Networking Knowledge