Senior Support Engineer

The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2025 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world's first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with employees in London, Costa Rica, Australia, India, and Argentina. Arkose Labs protects enterprises from cybercrime and abuse.

As a Service Engineer, you will play a crucial role in ensuring the smooth operation and availability of our company's live production environment. You will be responsible for monitoring, maintaining, and optimizing the performance of our systems to deliver a reliable and uninterrupted experience to our customers. Your expertise and problem-solving skills will be vital in quickly identifying and resolving any issues that may arise, minimizing downtime and maximizing customer satisfaction.

What you’ll be doing

• Monitor the live production environment to proactively identify potential issues or anomalies.
• Respond promptly to system alerts, incidents, or outages, and take appropriate actions to resolve them.
• Collaborate with cross-functional teams, including developers, system administrators, and network engineers, to troubleshoot and resolve complex issues.
• Be the central point of contact for incidents providing periodic updates to stakeholders.
• Prepare and deliver incident reports to customers.
• Develop and maintain automation scripts, tools, and monitoring dashboards to streamline operational tasks and improve efficiency.
• Implement proactive monitoring and alerting mechanisms to ensure early detection of system issues.
• Participate in an on-call rotation to provide 24/7 support for production systems.
• Respond to and resolve critical incidents during on-call shifts in a timely manner.

What we want from you

Must have:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Proven experience working as a Live Site Engineer, Site Reliability Engineer, or in a similar role.
• Strong knowledge of Linux/Unix systems, networking concepts, and web technologies.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and tooling.
• Experience with monitoring and alerting tools (e.g., Nagios, Splunk, Datadog, Prometheus, Grafana).
• Experience Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and containerization technologies (e.g., Docker, Kubernetes).
• Excellent problem-solving skills and the ability to think quickly and prioritize effectively in high-pressure situations.
• Strong communication skills and the ability to collaborate effectively with cross-functional teams.
• Desire to grow in your technical skills beyond incident command.

Nice to have:

• Experience in fraud or bot mitigation domain
• Experience using tools like FireHydrant

Why Arkose Labs?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, OpenAI, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.

Why do top tech professionals choose Arkose Labs?

• Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
• Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
• Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
• Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change

The most recognizable brands in the world select Arkose Labs, including OpenAI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and ZipAir.

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We value:

• People: first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.
• Team Work. We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another
• Customer Focus. We empathize with our customers and obsess about solving their problems
• Execution with precision, professionalism and urgency
• Security. It’s the lens through which we implement our processes, procedures, and programs

Benefits:

• Competitive salary + Equity
• Beautiful office space with many perks 
• Robust benefits package
• Provident Fund
• Accident Insurance
• Flexible working hours and work from home days to support personal well-being and mental health

Arose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

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