Technical Support Specialist

Payrate: $22.00- $23.00/hr.

Summary: As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.

Responsibilities

Providing guidance and validation of software solutions that will allow some of the largest companies in the world to do more business online

24x7 on-call position

Testing and troubleshooting customer integrations, including:

Desktop/Laptop and mobile fingerprinting

API Integrations

Policies and rules

Escalation and enforcement workflow design

Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment

Discerning when software/technical issues should be escalated and responding to customers’ initial questions on our software products and actively monitoring the service that Threat Metrix provides.

Proactively notify customers of Service events

Documentation as a reference for future maintenance and upgrades

Skills and Experience:

A minimum of 5 years’ previous Customer Support (pre/post sales) experience and proven track record

Great Customer-facing skills (email and over the phone)

Understanding of SQL and generating simple queries

Detailed working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, JavaScript or ASP.Net

Excellent analysis, troubleshooting and debugging skills, with web workflow and websites

Ability to handle a wide variety of sometimes demanding and complex issues

Able to self-manage workload and handle rapidly changing priorities effectively

Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance releases to the product.

Articulate communicator: Must have excellent written and verbal English communication skills

Experience with online fraud is highly desirable

Educational Background

BA / BS, equivalent or relevant industry experience.

Pay Transparency: The typical base pay for this role across the U.S. is: $22.00- $23.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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