Senior Product Support Engineer - U.S. East

Provide technical product support for a fraud prevention SaaS platform, triaging tickets, monitoring system health, and collaborating with engineering on escalations. Requires 3+ years SaaS support experience and a technical bachelor's degree.

Mountain View, CASupport EngineeringOnsite3+ YOE

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About the role

Responsibilities

Provide fast-paced product and technical support to full portfolio of DataVisor clients via support ticketing system
Triage support requests effectively to maintain proper prioritization
Monitor and manage internal alerts and dashboards for system health (API throughput/latency, UI functionalities, batch data pipelines, data backup, high availability failover)
Gain and maintain deep knowledge of DataVisor products, system architecture, and customer use cases
Work closely with Engineering teams (Infrastructure, Platform, Frontend, QA) and Product team on escalation of product bugs or system issues
Facilitate issue investigation, root cause analysis, and progress updates internally and externally
Document issues, steps to reproduce, triage findings, investigation results, workarounds, and solutions using Zendesk and Jira
Analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Requirements

3+ years of technical support experience in SaaS companies in Big Data Analytics industry
1+ years of experience using and/or supporting real time data processing or Decision Engine type products
B.A./B.S. degree in a technical or analytical discipline
Excellent problem-solving and troubleshooting skills
Excellent communication skills and ability to multitask in fast-paced environment
Strong time and project management ability
Ability to communicate technical information accessibly to non-technical employees

Nice-to-Haves

Coding and database experience (Python, Java, SQL)
Process standardization and process improvement mindset

Benefits

Bonus
Stock Options
401k
Health Benefits

Skills

PythonJavaSQLZendeskJiraApi TroubleshootingBig Data AnalyticsReal-Time Data ProcessingDecision EngineSystem Monitoring

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