Technical Support Manager, DataDome
United States
Online fraud and bot protection
Job no longer available
Online fraud and bot protection
101-200 employees
Job no longer available
101-200 employees
Company mission
To rid the web of fraudulent traffic.
Role
Who you are
- At least 8 years previous experience in B2B/SAAS solutions or CyberSecurity product
- At least 3 years experience managing and coaching a distributed technical team
- You have proven working experience with Apache, Nginx, CDN, Loadbalancer
- HTTP protocol is no mystery for you
- In depth technical and functional understanding of website hosting and architecture, mobile application and how the internet works (architecture, components, flows, OSI Layers)
- You are autonomous and embodies true leadership qualities
- You are a team player and like to interact with other remote and international teams in the company - occasional meet-ups will be organized in both Austin or Waco
- You are a customer-driven person, who is excited to work and solve technical challenges in an ambitious environment
What the job involves
- As part of the Solutions and Services Department, you will be joining the Global Customer Delivery Team, composed of eight Technical Support Engineers and Technical Account Managers
- As part of the US based team, you will have a direct impact and daily interaction with clients such as Tripadvisor, Pokemon, ZocDoc, just to name a few
- This is an ideal opportunity to work with a variety of clients in their usage and adoption of DataDome’s platform, while simultaneously developing your knowledge and skill sets relating to cloud implementation and AI
- When it comes to our stack, we use Slack and Zendesk to provide support to our clients and Planhat to onboard
- The US team is managed remotely, and emphasizes collaboration and engagement amongst dedicated problem solvers. Learn more about the Delivery Team in this article and get a glimpse into your life at DataDome
- As a a hands-on, technical manager role, you will both lead and mentor the team and help our clients get the most out of our solution, answer their requests and resolve issues that may impact the product reliability and speed
- You will be an expert in the DataDome Solution and understand in-depth : how the product works, its implementation lifecycle, the bot detection process, and dashboard functionalities
- Report directly to the VP Solutions & Services with reports on support team performance & customer feedback metrics for each aspect of the Technical Support organization to ensure customer expectations are met,
- Coach, motivate and inspire support technical account managers and support engineers to achieve and exceed performance results and support in hiring needs,
- Ensure tickets are detailed and thoroughly filled out with summary and technician instructions, logs and screen shots,
- Manage (Handle relationship, weekly check-ins/ own the relationship with client) Enterprise Accounts such as SeatGeek, MLB, New York Times,
- Lead customer conversations as a technical expert and leverage your expertise and knowledge of our solution to guide them through the onboarding and implementation phases, and more importantly in the daily usage of our solution, when needed,
- Answer client technical questions and specific issues, inform them and navigate relationships with internal international teams (Customer Success, Engineering) on any trends or findings,
- Serving as the voice of the customer and work with internal teams such as Customer Success Managers and the Engineering department to help improve our products thanks to their feedback
Application process
- Talent Acquisition Manager will contact you for a first chat
- You will then meet with our VP Solutions and Services
- You will complete a technical test and review it with our VP and members of the team
- The final step will be a one-on-one meeting with our CEO
- Welcome to DataDome!
Our take
The move to digital commerce and communications has many benefits for everyone involved, but it has also coincided with the rise of bot attacks - automated scripts which mimic human behavior for the purposes of fraud or disrupting a service. DataDome offers a solution, providing protection against malicious bots for an enterprise's mobile apps, APIs, and websites.
DataDome is one player in a heavily contested market and competes against the likes of PerimiterX and HUMAN. However, it stands out due to its machine learning engine which enables it to analyze all data requests within 2 milliseconds. This gives it the ability to operate in real time without increasing latency for customers using the client's services legitimately.
DataDome has secured backing in the form of enterprise customers, among which are the NYT, Reddit and Tripadvisor, all firms which are particularly vulnerable to bot attacks. It has also secured significant investment that is cited to fund global commercial rollout, as well as supporting accelerated R&D efforts that will ensure its offering stays well ahead of bot developers and fraudsters.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2023
$42m
SERIES C
May 2021
$35m
SERIES B
Total funding: $81.2m
Company benefits
- Remote, hybrid, & in-office options, including working from our NY office, located in Soho
- $500 stipend to help you set up your ideal workspace
- Generous & customizable health benefits covering medical, dental, & vision insurance
- Events and workshops planned throughout the year including two annual offsite events, summer & winter parties, lunch & learns, & much more
- PTO - 27 days + 12 national holidays
- 401 K eligibility + matching
- Parent care - gifts & care packages
- $1500 referral bonus
Company HQ
SoHo, New York, NY
Leadership
Benjamin Fabre
(Co-Founder & CEO)Spent over a decade as co-founder and CTO of Agence CD Net, and moved on to co-found and serve as president at Institut TrendyBuzz. Subsequently spent a brief spell as COO of Linkfluence.
Fabien Grenier
(Co-Founder & Chairman)Spent 7 years as CEO and co-founder of CD Net, then co-founded and served as CEO at TrendyBuzz Institut. Worked for a year as VP of sales and marketing at Linkfluence.
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