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Senior Technical Support Specialist - Ireland

2 months ago
Ireland
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Java JIRA Python SQL
Apply Now
DataVisor

DataVisor

DataVisor delivers a powerful AI-powered fraud and risk management platform for real-time response to fraud attacks, providing security analytics for consumer-facing web and mobile sites.

IT Services
51-250
Founded 2013
$94M raised
View All Jobs 14

Description

  • Provide fast-paced product and technical support to DataVisor clients through the support ticketing system.
  • Triage support requests and prioritize issues effectively.
  • Monitor internal alerts and dashboards for system health, including API throughput and latency, UI functionality, batch data pipelines, data backup, and high-availability failover setup.
  • Develop deep knowledge of DataVisor products, system architecture, and customer use cases to independently resolve basic product and system issues.
  • Work with Engineering and Product teams to escalate serious bugs and system issues, support investigation, and track root cause analysis and progress updates.
  • Communicate clearly with internal teams and clients to explain issues, root causes, and workaround suggestions.
  • Document issue symptoms, reproduction steps, triage findings, engineering findings, workarounds, and solution plans in Zendesk and Jira.
  • Analyze recurring support issues and trends and share feedback for product enhancements and training.
  • Share customer feedback on product usability with the product team.

Requirements

  • 5-7 years of technical support experience in a SaaS company in the Big Data Analytics industry.
  • 3+ years of experience using or supporting real-time data processing or decision engine products.
  • B.A./B.S. degree in a technical, analytical, or engineering discipline.
  • Excellent problem-solving and troubleshooting skills.
  • Excellent communication skills and ability to multitask in a fast-paced environment.
  • Strong time management and project management ability with a focus on meeting deadlines.
  • Ability to explain technical information in an accessible way to non-technical employees.
  • Coding and database experience with tools such as Python, Java, or SQL is a plus.
  • A process standardization and process improvement mindset.
  • Must be an EU citizen residing in Ireland.

Benefits

  • Annual salary range of EUR 50,000-75,000, commensurate with experience.
  • Bonus opportunity.
  • PTO.

Interested in this position?

Apply directly on the company website

Apply Now

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