Senior Product Support Engineer

About DataVisor:

DataVisor is a next generation security company that utilizes industry leading technologies to detect fraudulent activity for financial transactions, mobile user acquisition, social networks, commerce and money laundering. Our solution is used by some of the largest enterprises in the world to protect them from the ever-increasing risk of fraud. These companies include FedEx, SoFi, Affirm, Synchrony Financial, Western Union, Booking.com, and Sony. 

DataVisor holds a rich portfolio of AI-powered SaaS products, such as Risk Platform, dEdge SDK, Unsupervised Machine Learning modeling platform, Case Management and Knowledge Graph. Our award-winning software is powered by a team of world-class experts in fraud prevention, big data, security, and scalable infrastructure. Our culture is open, positive, collaborative, and results driven. Come join us!

Job Summary:

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. 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. 

Specific Job Duties:

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
• 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

• 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
• Excellent problem-solving and troubleshooting skills
• Excellent communication skills and ability to multitask in fast-paced environment
• Strong time and project management ability with focus to ensure deadlines are met
• Ability to communicate technical information in an accessible manner to non-technical employees
• Coding and database experience (e.g. Python, Java, SQL) a plus
• A process standardization and process improvement mindset