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.
Activities and Responsibilities:
- Via structured analysis and while communicating in multiple modalities, help customers troubleshoot issues that they encounter while using Signifyd’s platform and provide actionable recommendations to resolve problems
- Serve as the technical point of contact during events that disrupt Signifyd’s services, ensuring alignment between client needs and product capabilities and lead technical diligence on solution integration, APIs, and eCommerce workflows
- Clearly and efficiently escalate unresolved customer issues to the appropriate cross-functional teams (especially with engineering and product teams to escalate and resolve technical issues)
- Analyze and interpret large datasets to identify anomalous patterns and trends, leveraging tools like DataDog, Loggly, Jaeger, Python, SQL, and Pandas, and internal datasets via BI visualization (e.g., Looker)
- Document and train cross-functional teams on expected and novel technical interactions and ideal solution states for known and experienced events that disrupt Signifyd’s services
Requirements and Qualifications:
- 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
#LI-Remote
Benefits in our US offices:
- 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
We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
