Product Support Engineer, Ripjar
Real-time intelligence for countering a wide range of threats
Job no longer available
Real-time intelligence for countering a wide range of threats
101-200 employees
Job no longer available
101-200 employees
Company mission
To help governments and organisations automate the detection, investigation and monitoring of threats from criminal activity.
Role
Who you are
- You will have highly developed troubleshooting skills that you have gained whilst working on Unix Saas or on-premise software, ideally in a support role
- Experience working with SaaS and on-premise software solutions
- Experience with Python, NodeJS, TypeScript, Bash or other scripting languages
- Experience of working with the Linux Operating System (navigating the filesystem, editing files, searching in files, installing packages)
- Experience with MongoDB, Kafka, Elasticsearch or OpenSearch
- Proven experience and positive attitude toward problem solving directly with customers through written communication and in virtual meetings
- Experience with an online support portal, ideally Zendesk, and familiarisation with internal tracking systems such as Jira
- Experience with deployment and configuration management tools such as Ansible and Jenkins/Rundeck on either on-premise or SaaS environments
- Experience working in a fast-pace, context-switching environment
What the job involves
- As a Product Support Engineer at Ripjar, you will have a good understanding of Ripjar’s Screening software to include operation, management, configuration and deployment, and over time will have a breadth of knowledge that many engineers will not have.. While this is mostly learned on the job, you must have the skills on which to build this knowledge
- You will be responsible for investigating issues encountered by our customers in our software and will work closely with these customers, our software engineers and our partners to reproduce the issues in our own environment
- You will be an ambassador of our product, representing Ripjar in complex situations where your patience, persistence, positivity and problem-solving skills will be your signature
- Provide L1 & L2 support to customer and partner organisations, working with the customer to understand the issue, assisting in the reproduction of the issue in a lab environment, and raising internal bug tickets
- Build expertise in the use of Screening across many different customer configurations, keeping abreast of the issues most important to them
- Work closely with our deep support engineers to provide technical advice to ensure the time they spend on a ticket is limited to their strengths
- Work closely with our internal product, development and QA teams to suggest improvements to our processes which in turn improve the quality of our deliverables. This may include recommendations for in-app documentation or UI-based hints, suggestions for added tests that could be performed, or sharing knowledge of how a customer is using our product
- Develop internal reports to help the company understand the scale and challenge of supporting our products around the world
- Provide knowledge transfer and documentation improvements related to Support Incidents via our Knowledge Bases, service management portal, and directly to your immediate support team
- The knowledge gained from the understanding of the development process of software is vital to your ability to debug issues from basic triage through to Level 2 investigations. Your goal is to alleviate pressure on the customer first, but to try to avoid impacting engineering plans as well
- You will make every effort to improve our relationship with our customers, with direct access to our customer community as well as our internal stakeholders. Your goal is to make them our biggest fans by being responsive to their concerns
Our take
Ripjar provides a data intelligence platform, Labyrinth, that uses Artificial Intelligence to protect organisations against financial crime threats like money laundering, fraud, and funding terrorism. Labyrinth enables human analysts to make better-informed decisions with speed and accuracy, saving their clients’ costs and time.
Previous investments signify confidence in Ripjar's data intelligence technology and its ability to protect companies and governments from criminal activities that jeopardise their assets and prosperity. And it's no surprise, as Ripjar claims Labyrinth is the most sophisticated and advanced cyber-security solution on the market.
As economic uncertainty rises globally, so does the incidence of financial crime, particularly with the increasing shift to online transactions. Both tech companies and the UK government are turning to Ripjar to address these challenges. With a global client base exceeding 20,0000 and recent innovations, the company is well set to see further growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2020
$36.3m
SERIES B
Mar 2017
$4.6m
EARLY VC
Total funding: $41m
Company benefits
- Pension: Our company pension scheme is a great way of building a pot of money for your retirement and as your employer we match your contributions up to 4%
- Private Family Health insurance: We provide private medical insurance through Vitality Health. As well as giving staff general advice about eating greens and moving about, Vitality Health gives personal, achievable goals to get healthier with Vitality partners helping along the way with discounts, cashback and reward
- 25 days holidays: We offer candidates 25 days annual leave plus bank holiday per year, increasing to 30 after 5 years' service
- EMI Share Options: We offer an employee share option scheme to recognise and reward staff members for their support, service and contribution to the business
- Flexible Working: Employees have the option to work from one of our offices located in Cheltenham, Bristol or London or to work fully remote
- Wellbeing Allowance: We provide employees with a £500 allowance, paid quarterly in the sum of £125 per quarter to support a flexible, holistic approach to employees’ well-being
- Free lunch and snacks: There is a well-stocked pantry with food, snacks and drinks. Lunch is also provided and ranges from a selection of hot and cold food
Company HQ
Cheltenham, UK
Leadership
Jeremy Annis
(Co-Founder & CEO)Served as the company's CTO until 2021, and has been CEO since November 2018. Jeremy is a former Intelligence Professional and Data Scientist with the British government’s signals intelligence agency, GCHQ
Tom Griffin
(Co-Founder & COO)Served as the company's CEO until Jan 2019. Tom has a PhD in Engineering Mathematics, and prior to Ripjar was the Technical Director of GCHQ’s Engineering Department responsible for creating and sustaining the solutions that protect the UK from threats including terrorism, cyber and serious organised crime
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