Customer Support Engineer, Fingerprint
EMEA
$70-80k
+ Bonus
Device intelligence platform for fraud detection
Posted today
Device intelligence platform for fraud detection
101-200 employees
Posted today
$70-80k
+ Bonus
101-200 employees
Company mission
To empower developers to build safe and seamless online services.
Role
Who you are
- Bachelor’s degree in Computer Science, Engineering, or a related technical field
- You enjoy talking to people and helping them solve their problems
- 3-5 years in a customer-facing role, preferably as a Customer Success Engineer, Technical Support Engineer, or similar role, with a focus on API products
- Strong proficiency in JavaScript and a solid understanding of API concepts, RESTful architecture, and web services
- Strong written and verbal skills in English
- Naturally empathetic, with a willingness to step into customers’ shoes
- Some familiarity with SQL
Desirable
- Experience with API testing tools and frameworks
- Experience with mobile app development
What the job involves
- As a Customer Support Engineer at Fingerprint, you’ll have the opportunity to become a leading expert in our product and be the face of Fingerprint to our users as they sign up and experience the product for the first time
- Each user has unique needs, and you will act as a trusted advisor, helping them effectively leverage our product to drive maximum impact for their business
- You will help customers with onboarding, questions, feature requests, and bug reports via 1:1 video calls and emails
- You'll educate them about best practices and help them navigate our API, integrations, and features
- Armed with this experience, you’ll be a liaison between the product team and our customers
- Within the organization, you will amplify our customers’ voices in product development, and encourage that dialogue through our support channels
- Onboarding & Integration: Conduct 1:1 onboarding consultations to assist customers in seamlessly integrating our APIs into their web and mobile applications
- Technical Support: Serve as the primary technical contact for our customers, addressing inquiries, troubleshooting issues, and providing effective solutions
- Customer Advocacy: Act as a liaison between the product team and customers, amplifying customer voices in product development
- Proactive Monitoring: Monitor API usage and performance to identify and resolve potential issues before they impact customers
- JavaScript Expertise: Utilize your JavaScript skills to craft sample code snippets and offer tailored recommendations to optimize customer integrations
- Automation: Develop automation scripts for API testing, validation, and monitoring processes
- Education & Relationship Building: Educate users on product nuances, build strong relationships, manage the self-service book of business, and identify expansion opportunities
- User Engagement: Increase user adoption and activation through training, consultations, demos, and office hours
Our take
Digital fingerprinting is an essential process in web browsers that tracks the digital address of a device to monitor web activity. This technique facilitates the identification of fraud and spam, as well as warning signs of account takeovers. However, the success of this requires users to accept cookies, a requirement that is easy to avoid.
Fingerprint provides a digital fingerprinting tool that generates a unique identifier of browser activity without requiring the user to accept cookies. The service uses the same WebGL and canvas fingerprinting utilized by existing competitors, but instead of focusing on devices, it identifies web activity. Suspicious activity will result in the identified user being logged in a database, allowing the service to be improved for others.
With this innovative approach, Fingerprint has been able to build up an impressive client roster of over 6000 companies, including 16% of the top 500 websites by traffic. As well as displaying sustained growth through funding rounds, the company has also continued to improve upon its offering - for instance, in Q1 2023 it reported a decrease in iOS false positive and false negative rates by 85%.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2023
$33m
SERIES C
Nov 2021
$32m
SERIES B
Total funding: $77m
Company benefits
- Equity
- Unlimited vacation, with a minimum vacation days target
- Remote-first: we work asynchronously and respect time-zone differences
- MacBook (you get to keep it after 3 years)
- A small team with a lean hierarchy where you can make a real impact in shaping the company
- Company meet-ups once a year (we went to Mexico City in 2023!)
- Smaller group meet-ups throughout the year
- $600 yearly budget that you can spend to learn new stuff
- Personal development: we give you the freedom to grow and experiment, work on open-source projects and try new things and ideas
Company HQ
Little Italy, Chicago, IL
Leadership
Valentin Vasilyev
(CTO)Valentin worked as a Software Engineer for the first 9 years of their career, before Team Lead roles at Evrone and Machinio.com. They left this role in March 2019 to co-found Fingerprint the following month.
Dan Pinto
(CEO)Previously co-founded Machino, where they were CTO, and has experience in Software Engineering.
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