Technical Support Engineer

About the role:

EverC is focused on powering growth for the online seller ecosystem. With the world’s first fully automated, AI-driven cross-channel risk management platform, we are transforming the internet into a safe and trusted place for e-commerce. Our easy-to-use solution rapidly detects, identifies, and removes high-risk merchants; online money laundering; and fake, illegal, and dangerous products and services. Founded in 2015, the EverC team comprises domain experts in risk intelligence, data science, fintech, payments, and financial risk.

Join our global team as a Technical Support Engineer and play a vital role in providing exceptional technical assistance to our clients worldwide and collaborating with cross-functional teams to ensure the continued success of our products.

Responsibilities:

• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Attend in-person meetings with clients to analyze, troubleshoot, and diagnose problems
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues
• Act as the initial point of contact for EverC's product-related concerns from clients or other employees
• Collaborate with R&D and Product to resolve bugs and improve our products
• Assist Sales and existing customers with filling questionnaires (RFP/RFI/InfoSec)
  
  

• At least 3 years experience as a Technical Support Engineer or similar role
• Ability to diagnose and troubleshoot technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk / Salesforce)
• Excellent spoken and written English. All customer communications are in English
• Strong communication skills, including positive communication and the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely
• Ability to provide step-by-step technical help, both written and verbal
• Strong SQL skills required
• Ability to prioritize and manage several milestones and projects efficiently
• Advantages:
• Networking knowledge
• Experience with API integrations
• Python