This job is no longer available
Senior Product Support Engineer (Product Support) DataVisor
Fraud and AML detection platform.
Permanent
Mountain View, CA
Remote: Not specified
Salary: Not specified
> 3 years
Skills we're looking for
Prioritization
Communication skills
Customer support
Problem-solving skills
Java
+5
You'll be part of
167 employees
Software
Big Data
Our take
As use of the internet rises, so too does the opportunity for fraud - with criminals exploiting the gaps that come with novel digital environments. DataVisor provides a fraud detection solution that leverages machine learning to identify threats. This helps to overcome the security gap caused by the speed at which today’s digital fraudsters evolve. Traditional fraud solutions were not designed to handle digital data, and are ill-equipped to deal with quickly changing environments. By employing advanced ML, DataVisor can identify patterns which suggest fraudulent behaviour, allowing organisations to respond immediately and prevent losses before they happen. Another problem has been that, in the name of security, systems might delay good customers from accessing services. With DataVisor, however, this becomes a non-issue, as the pattern of a non-malicious user can also be identified with speed. DataVisor has seen considerable investment that has fuelled its continued expansion. It also boasts an impressive list of customers and partnerships. For example, a partnership with Equifax allowed it to extend it analytics and fraud detection capabilities. It has also launched the industry’s first unified, AI-powered SAR filing solution.
You'll be working on
- As a Sr. Product Support Engineer, you will provide product and system support to our full portfolio of clients
- You may also participate in on-call schedules to help cover off-business hours support
- You will need to become an expert user of our end-to-end fraud prevention platform, and provide timely and fast-paced responses to clients via our Zendesk ticket system
- You will also work closely with our product team to provide customer feedback on different product usability
- The Sr. Product Support Engineer will also work closely with our on-call engineering teams to troubleshoot product and system issues, and will be expected to understand our system architecture
- Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
- You will need to have clear communication skills to speak with clients directly to figure out the source of their issue, and also give clear explanations once the solution or root cause is found
- Ability to triage support requests in an effective manner to ensure request prioritization is maintained
- Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
- Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
- Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally
- Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions
- Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
- Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training
Benefits
- Stock Options
- Commuter Passes
- Paid Time Off
- Catered Lunch and Dinner
- Team and Company Outings
We're looking for
- Strong time and project management ability with focus to ensure deadlines are met
- Excellent communication skills and ability to multitask in fast-paced environment
- Ability to communicate technical information in an accessible manner to non-technical employees
- Coding and database experience (e.g. Python, Java, SQL) a plus
- Excellent problem-solving and troubleshooting skills
- 3+ years of technical support experience in SaaS companies in Big Data Analytics industry
- 1+ years of experience using and/or supporting real time data processing or Decision Engine type products
- B.A./B.S. degree in a technical or analytical discipline
- A process standardization and process improvement mindset