Senior Product Support Engineer (Product Support)

Join DataVisor as a Senior Product Support Engineer, where you will provide product and system support to our full portfolio of clients. You will become an expert user of our end-to-end fraud prevention platform and work closely with our product team to provide customer feedback on product usability. You will also troubleshoot product and system issues with our on-call engineering teams and monitor internal alerts and dashboards related to system health. This role requires excellent communication skills, technical support experience in SaaS companies, and a strong problem-solving mindset.

• Provide product and system support to clients, including troubleshooting and resolving issues.
• Work closely with the product team to provide customer feedback on product usability and enhancements.
• Document issues and solutions in Zendesk and Jira, and analyze recurring support issues to provide feedback.
• 1+ years of experience using and/or supporting real time data processing or Decision Engine type products
• Coding and database experience (e.g. Python, Java, SQL) a plus
• A process standardization and process improvement mindset
• Ability to communicate technical information in an accessible manner to non-technical employees
• Strong time and project management ability with focus to ensure deadlines are met
• B.A./B.S. degree in a technical or analytical discipline
• 3+ years of technical support experience in SaaS companies in Big Data Analytics industry
• Excellent problem-solving and troubleshooting skills
• Excellent communication skills and ability to multitask in fast-paced environment