Technical Support Specialist

Summary As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing experience with SaaS, passive services monitoring, and enterprise software to enhance our technical customer relationships. Responsibilities Providing guidance and validation of software solutions to enable some of the largest companies in the world to do more business online 24x7 on‑call position Testing and troubleshooting customer integrations, including: Desktop/Laptop and mobile fingerprinting API integrations Policies and rules Escalation and enforcement workflow design Following prescribed software workflow and processes when addressing customer questions and ensuring the service continues to function normally through software maintenance, testing and post-deployment Determining when software/technical issues should be escalated and responding to customers’ initial questions on our software products while actively monitoring the service that Threat Metrix provides Proactively notifying customers of service events Documenting solutions as a reference for future maintenance and upgrades Skills and Experience Minimum 5 years of Customer Support (pre/post sales) experience and a proven track record Excellent customer‑facing skills (email and phone) Understanding of SQL and ability to generate simple queries Detailed working knowledge of HTML and at least two of: PHP, Perl, Java, JSP/JSF, Ruby, JavaScript, or ASP.NET Strong analysis, troubleshooting and debugging skills with web workflows and websites Ability to handle a wide variety of demanding and complex issues Self‑management of workload and ability to manage rapidly changing priorities Must work constructively and efficiently with other organizations, e.g., Engineering for code changes and maintenance releases Articulate communicator with excellent written and verbal English communication skills Experience with online fraud highly desirable Educational Background BA/BS or equivalent relevant industry experience Pay Transparency Typical base pay: $22.00–$23.00/hr Non‑exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts are determined by relevant skills, education and experience. #J-18808-Ljbffr