Technical Support Engineer

Description

About G2 Risk Solutions

G2 Risk Solutions is a leading provider of risk intelligence and compliance solutions for the payments, financial services, and digital commerce industries. Leveraging advanced artificial intelligence, machine learning, and large-scale web intelligence technologies, we help organizations identify hidden risks, uncover critical insights, and make confident business decisions.

Our platforms analyze hundreds of millions of domains and digital entities across the internet, revealing hidden relationships, mapping digital footprints, and detecting emerging threats. By transforming vast amounts of online data into actionable intelligence, G2 Risk Solutions enables customers to scale their businesses securely, efficiently, and with confidence.

Team Mission & Growth Opportunities

The Technical Support team plays a critical role in our customers' success and serves as a key partner to Product, Engineering, Operations, and Customer Success. We don't just solve issues; we identify trends, drive improvements, and help shape the future of our platform.

This role provides a unique opportunity to develop expertise in APIs, data analysis, digital risk intelligence, and SaaS technologies while working with global customers and cross-functional teams on a different time zones. High-performing team members are given opportunities to lead initiatives, influence product direction, and grow into advanced technical, customer-facing, or leadership roles.

Responsibilities

• Investigate and resolve customer issues across products and services.
• Analyze API requests/responses and database records to identify root causes and support issue resolution.
• Support customers, Customer Success Managers, and internal teams with technical issues, product investigations, and integration troubleshooting.
• Collaborate with Engineering and Product teams to reproduce, escalate, and resolve issues.
• Prioritize and manage issues based on customer impact and business needs.
• Work effectively in a global team environment spanning multiple time zones.
• Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems.

Requirements

• 1-2 years of experience in Technical Support or a similar customer-facing technical role.
• Ability to troubleshoot technical issues, investigate root causes, and work collaboratively to resolve customer problems.
• Team player with a collaborative mindset and willingness to support colleagues across functions.
• Experience working with and troubleshooting REST APIs.
• Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Basic understanding of SQL with the ability to write simple queries.
• Experience with ticketing and issue-tracking systems such as Zendesk, Jira, or similar tools.
• Self-motivated, detail-oriented, and comfortable managing multiple priorities.
• Experience with scripting or automation (e.g., Python) is a plus.
• Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests is a plus.
• Experience using AI tools (e.g., ChatGPT/Claude, or similar) to assist with troubleshooting, research, documentation, and day-to-day productivity is a plus. We encourage the thoughtful use of AI to improve efficiency and problem-solving.