Description
As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.
The role is part of a 24x7 global support team, and this is a 24x7 on-call position. You may be required to work overnight or weekends, as needed.
Responsibilities
- Providing guidance and validation of software solutions that will allow some of the largest companies in the world do more business online
- 24x7 on-call position
- Testing and troubleshooting customer integrations, including:
- Desktop/Laptop and mobile fingerprinting
- API Integrations
- Policies and rules
- Escalation and enforcement workflow design
- Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment
- Discerning when software/technical issues should be escalated and responding to customer’s initial questions on our software products and actively monitoring the service
- Proactively notify customers of Service events
- Documentation as a reference for future maintenance and upgrades
Educational Background
BA / BS, equivalent or relevant industry experience.
Required Skills and Experience
- A minimum of 5 years previous Customer Support (pre/post sales) experience and proven track record
- Great Customer facing skills (email and over the phone)
- Understanding of SQL and generating simple queries
- Detailed working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
- Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites
- Ability to handle a wide variety of sometimes demanding and complex issues
- Able to self-manage workload and handle rapidly changing priorities effectively
- Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance releases to the product.
- Articulate communicator: Must have excellent written and verbal English communication skills
- Experience with online fraud is highly desirable
Additional skills and experience considered a bonus
- Additional Languages
- Awareness of mobile code development
- Familiarity with web caching layers
- Familiarity with virtualization tools
