技术支持工程师
Technical Support Engineer
描述
关于G2 Risk Solutions
G2 Risk Solutions是支付、金融服务和数字商务行业领先的风险智能和合规解决方案提供商。我们利用先进的人工智能、机器学习和大规模网络情报技术，帮助组织识别隐藏的风险，发现关键的见解，并做出自信的商业决策。
我们的平台分析互联网上数亿个域名和数字实体，揭示隐藏的关系，绘制数字足迹，并检测新兴威胁。通过将大量的在线数据转化为可操作的情报，G2 Risk Solutions使客户能够安全、高效且有信心地扩展业务。
团队使命与成长机会
技术支持团队在客户成功中发挥着关键作用，并作为产品、工程、运营和客户成功团队的关键合作伙伴。我们不仅仅是解决问题；我们还发现趋势，推动改进，并帮助塑造我们平台的未来。
这个职位提供了在API、数据分析、数字风险情报和SaaS技术方面发展专长的独特机会，同时与全球客户和跨职能团队在不同时区合作。表现优秀的团队成员有机会领导项目，影响产品方向，并成长为高级技术、面向客户的或领导岗位。
职责
· 调查并解决产品和服务中的客户问题。
- 分析日志、API请求/响应和数据库记录，以确定根本原因并推动解决。
- 为客户提供、客户成功经理和运营团队提供技术支持、产品调查和集成故障排除。
- 与工程和产品团队协作，升级、复现和解决问题。
- 根据客户影响和业务需求优先处理和管理问题。
- 在跨越多个时区的全球团队环境中有效工作。
- 使用Zendesk、Jira和其他票务系统管理、优先处理和跟踪客户问题。
- 要求
- 2-4年在SaaS环境中从事技术支持、技术运营或类似客户导向的技术岗位经验。
- 强大的故障排除、分析和解决问题的能力。
- 优秀的团队合作者，具有协作心态，并愿意支持同事 across 不同时区。
查看英文原文
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 logs, API requests/responses, and database records to identify root causes and drive resolution.
- Support customers, Customer Success Managers, and Operations teams with technical issues, product investigations, and integration troubleshooting.
- Collaborate with Engineering and Product teams to escalate, reproduce, 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
- 2-4 years of experience in Technical Support, Technical Operations, or a similar customer-facing technical role in a SaaS environment.
- Strong troubleshooting, analytical, and problem-solving skills.
- Strong team player with a collaborative mindset and willingness to support colleagues across functions and regions.
- Availability to work in a global support environment and collaborate with teams across multiple time zones, including the EMEA region.
- Hands-on experience writing and analyzing SQL queries.
- Experience working with and troubleshooting REST APIs.
- Experience working with ticketing and issue-tracking systems such as Zendesk and Jira.
- Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Self-motivated, detail-oriented, and comfortable managing multiple priorities.
- Experience with scripting or automation (i.e. Python) - an advantage.
- Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests - an advantage.
Originally posted on Himalayas