# Senior Product Support Engineer - U.S. East
**Company:** [DataVisor](https://hotfix.jobs/companies/datavisor)
**Location:** Mountain View, CA
**Experience:** 3+ years
**Skills:** Python, Java, SQL, Zendesk, Jira, Api Troubleshooting, Big Data Analytics, Real-Time Data Processing, Decision Engine, System Monitoring
**Posted:** 2026-05-26
> 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.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/senior-product-support-engineer-u-s-east-at-datavisor-b999e308-7959-427e-83d6-4201354ba22f
**Canonical:** https://hotfix.jobs/jobs/senior-product-support-engineer-u-s-east-at-datavisor-b999e308-7959-427e-83d6-4201354ba22f