Senior Technical Support Specialist, Signifyd
$70-85k
+ Stock Options + Annual Performance Bonus or Commissions
Fraud protection & cybersecurity for eCommerce
Open for applications
Fraud protection & cybersecurity for eCommerce
501-1000 employees
Open for applications
$70-85k
+ Stock Options + Annual Performance Bonus or Commissions
501-1000 employees
Company mission
To empower brands with the confidence for fearless eCommerce through an end-to-end security platform that helps clients to pre-emptively prevent fraud.
Role
Who you are
- 7+ years of experience in customer-facing technical support environments, preferably in ecommerce, antifraud or payments-related domains
- Extensive experience with querying and scripting tools (Python, SQL) and monitoring platforms (DataDog, Loggly)
- Participate in a rotational on-call schedule, covering evenings (6 PM – 6 AM PT) on weekdays and one weekend day every other week
- Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders
- Strong independent work ethic and an ability to troubleshoot complex technical issues and suggest preferred and innovative solutions
- Creative, resourceful, detail-oriented, and highly organized
- Passion for customer service
- Passion for new technology
- Ability to work EST working hours
What the job involves
- As a Senior member of the team, you will play a critical role in helping our clients quickly and efficiently resolve technical and process issues that affect production environments
- You will be engaged on escalations, working with cross-functional stakeholders from across the organization: Customer Success, Data Science, Risk Intelligence, Product, Engineering, and more
- Your mission is to help our team meet our technical SLAs in all instances and exceed the level of service and satisfaction when engaging with world-class clients
- Via structured analysis and while communicating in multiple modalities, help customers troubleshoot issues that they encounter while using Signifyd’s platform and provide actionable recommendations to resolve problems
- Serve as the technical point of contact during events that disrupt Signifyd’s services, ensuring alignment between client needs and product capabilities and lead technical diligence on solution integration, APIs, and eCommerce workflows
- Clearly and efficiently escalate unresolved customer issues to the appropriate cross-functional teams (especially with engineering and product teams to escalate and resolve technical issues)
- Analyze and interpret large datasets to identify anomalous patterns and trends, leveraging tools like DataDog, Loggly, Jaeger, Python, SQL, and Pandas, and internal datasets via BI visualization (e.g., Looker)
- Document and train cross-functional teams on expected and novel technical interactions and ideal solution states for known and experienced events that disrupt Signifyd’s services
- This team is composed of support professionals who work most closely with our client’s teams and their systems, supporting their technical needs with expertise and acumen
- This will require both conversational and advisory support as well as tactical, and operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams
Our take
The growth in eCommerce over the last 20 years has also caused a large rise in consumer fraud. To combat this, Signifyd provides an end-to-end platform for commerce protection.
Its solution targets issues such as money lost to chargebacks, customer dissatisfaction from mistaken declines, and operational costs due to tedious and manual transaction investigations. Its machine learning, data-driven approach helps businesses reduce false positives and wrongly declined orders, permitting them to make instant ship/don’t ship decisions and improve the experience for legitimate customers.
The company has raised significant funding in the past which has supported its development thus far. It has also secured impressive customers such as Samsung, Lenovo and Walmart.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Apr 2021
$205m
SERIES E
May 2018
$100m
SERIES D
Total funding: $411m
Company benefits
- Growth Opportunities
- Equity
- Exciting Workplace
- 4-day Workweek
Company values
- Curious and Hungry - Stay a lifelong learner with a bias for action. It's always Day 1
- Tenacious - Be a pioneer and never give up. Creating something new is hard work
- Customer Compassion - Empathize with your customers and solve their problems. We exist to help them succeed
- Design for Scale - Build solutions to scale and last. We are here to stay
- Agile - Be aware, nimble and adapt quickly. Everything changes
- Roll up your Sleeves - Be helpful, humble, learn from everyone and have fun. No one succeeds alone
Company HQ
Downtown San Jose, San Jose, CA
Articles
Leadership
Rajesh Ramanand
(Co-Founder & CEO)They started their career at FedEx in Payments and Shipping Risk for 8 years prior to joining PayPal as Head of Risk. They left this position after 2 years in June 2011 to co-found Signifyd with Michael.
Michael Liberty
(Co-Founder & Board Member)Former CPO of the company. Before this, they were the Head of Digital Goods and Platform Risk at PayPal. They also served as the Director of Business Development and then COO of GWC Warranty.
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