DataVisor
Big Data Analytics
SeniorTechnicalSupportSpecialist
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“Senior Technical Support Specialist at DataVisor. Skills: Technical support, System architecture, Fraud detection. Provide product and system support. Provide fast-paced product and technical support”
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
Wednesday to Sunday work schedule
What They're Looking For.
Must Have
5-7 years technical support experience, 3+ years experience using/supporting real time data processing or Decision Engine products, B.A./B.S. degree in technical, analytical, or engineering discipline, Excellent problem-solving skills, Excellent communication skills, Ability to multitask, Time and project management ability, Ability to communicate technical information accessibly, EU citizen residing in Ireland
Nice to Have
Coding and database experience (Python, Java, SQL) a plus, Process standardization mindset, Process improvement mindset
What You'll Do.
Provide product and system support
Provide fast-paced product and technical support
Triage support requests effectively
Monitor internal alerts and dashboards
Manage internal alerts and dashboards
Gain deep knowledge about DataVisor products
Maintain deep knowledge about DataVisor products
Provide timely support to customers
Work closely with Engineering teams
Work closely with Product team
Escalate product bugs or system issues
Facilitate issue investigation
Facilitate root cause analysis
Facilitate progress updates
Give clear explanation internally
Give clear explanation externally
Document issue symptoms
Document steps to reproduce
Document basic triage findings
Document Engineering investigation findings
Document possible workarounds
Document solution planning
Analyze recurring support issues
Track recurring support issues and trends
Provide feedback on product enhancements
Provide feedback on training
How You'll Work.
Team & Collaboration
Work with Engineering teams; Work with Product team
Communication Scope
Technical explanation
Process & Methodology
Project management
Full Job Description
**About DataVisor** DataVisor is the world’s leading AI-powered Fraud and Risk Platform that delivers the best overall detection coverage in the industry. With an open SaaS platform that supports easy consolidation and enrichment of any data, DataVisor's fraud and anti-money laundering (AML) solutions scale infinitely and enable organizations to act on fast-evolving fraud and money laundering activities in real time. Its patented unsupervised machine learning technology, advanced device intelligence, powerful decision engine, and investigation tools work together to provide significant performance lift from day one. DataVisor's platform is architected to support multiple use cases across different business units flexibly, dramatically lowering total cost of ownership, compared to legacy point solutions. DataVisor is recognized as an industry leader and has been adopted by many Fortune 500 companies across the globe. Our award-winning software platform is powered by a team of world-class experts in big data, machine learning, security, and scalable infrastructure. Our culture is open, positive, collaborative, and results-driven. Come join us! **Position Overview** As a Senior Technical Support Specialist, you will provide product and system support to our full portfolio of clients. This role follows a ___**Wednesday to Sunday work schedule**_**to support client coverage needs across different time zones.** You will need to become an expert user of our end-to-end fraud prevention platform and provide timely, fast-paced responses to clients via our Zendesk ticket system. You will also work closely with our product team to share customer feedback on product usability. The Senior Technical Support Specialist will collaborate closely with engineering teams to troubleshoot product and system issues and is expected to develop a strong understanding of our system architecture. You will need strong communication skills to speak with clients directly, identify the source of th
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