Senior Technical Support Specialist

December 12

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Signify

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Two-factor authentication • Identity Management • Secure remote access • Strong authentication • Authentication expertise

11 - 50 employees

Founded 2000

Description

• We are looking for a Senior Technical Support Specialist to join Signifyd's Customer Support team. • This team is composed of support professionals who work most closely with our client’s teams and their systems, supporting their technical needs with expertise and acumen. • This will require both conversational and advisory support as well as tactical, and operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams. • As a Senior member of the team, you will play a critical role in helping our clients quickly and efficiently resolve technical and process issues that affect production environments. • You will be engaged on escalations, working with cross-functional stakeholders from across the organization: Customer Success, Data Science, Risk Intelligence, Product, Engineering, and more. • Your mission is to help our team meet our technical SLAs in all instances and exceed the level of service and satisfaction when engaging with world-class clients. • Our hiring process will select a candidate who thrives in a high-impact, client-facing role that demands both technical acumen and strategic thinking, with an eye for designing solutions for scale and prevention rather than fire-fighting. • The ideal candidate will possess a high degree of autonomy, resilience, ingenuity, and creativity. • They should also have a demonstrated ability to comprehend, administer, and diagnose complex technical systems, especially alerting and proactive monitoring of massive datasets and the systems that generate them. • Experience in data analysis, APIs, and plug-in interfaces with multiple systems, ticket triage and prioritization, and serving as the point of contact for client technical escalations are vital abilities.

Requirements

• 7+ years of experience in customer-facing technical support environments, preferably in ecommerce, antifraud or payments-related domains • Extensive experience with querying and scripting tools (Python, SQL) and monitoring platforms (DataDog, Loggly) • Participate in a rotational on-call schedule, covering evenings (6 PM – 6 AM PT) on weekdays and one weekend day every other week • Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders • Strong independent work ethic and an ability to troubleshoot complex technical issues and suggest preferred and innovative solutions • Creative, resourceful, detail-oriented, and highly organized • Passion for customer service • Passion for new technology • Ability to work EST working hours

Benefits

• Discretionary Time Off Policy (Unlimited!) • 401K Match • Stock Options • Annual Performance Bonus or Commissions • Paid Parental Leave (12 weeks) • On-Demand Therapy for all employees & their dependents • Dedicated learning budget through Learnerbly • Health Insurance • Dental Insurance • Vision Insurance • Flexible Spending Account (FSA) • Short Term and Long Term Disability Insurance • Life Insurance • Company Social Events • Signifyd Swag