Senior Technical Support Specialist

About DataVisor
DataVisor is the world’s leading AI-powered Fraud and Risk Platform that delivers the best overall detection coverage in the industry. With an open SaaS platform that supports easy consolidation and enrichment of any data, DataVisor's fraud and anti-money laundering (AML) solutions scale infinitely and enable organizations to act on fast-evolving fraud and money laundering activities in real time. Its patented unsupervised machine learning technology, advanced device intelligence, powerful decision engine, and investigation tools work together to provide significant performance lift from day one. DataVisor's platform is architected to support multiple use cases across different business units flexibly, dramatically lowering total cost of ownership, compared to legacy point solutions. DataVisor is recognized as an industry leader and has been adopted by many Fortune 500 companies across the globe.

Our award-winning software platform is powered by a team of world-class experts in big data, machine learning, security, and scalable infrastructure. Our culture is open, positive, collaborative, and results-driven. Come join us!

Position Overview

As a Senior Technical Support Specialist, 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 Senior Technical Support Specialist 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. 

Key Responsibilities

• 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