Senior Technical Support Specialist

Summary

Join Signifyd's Customer Support team as a Senior Technical Support Specialist! You will provide expert technical support to clients, resolving technical and process issues in production environments. This role involves working with cross-functional teams, escalating issues, and performing data analysis to identify and prevent problems. The ideal candidate possesses strong technical skills, experience with data analysis and APIs, and excellent communication abilities. You will be responsible for troubleshooting, providing actionable recommendations, and documenting solutions. This is a high-impact, client-facing role requiring strategic thinking and a passion for customer service and new technology. Signifyd offers a competitive salary and benefits package.

Requirements

• 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

Responsibilities

• 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

Benefits

• Discretionary Time Off Policy (Unlimited!)
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag