Technical Support Engineer

EverC is a pioneer of advanced technology that provides risk intelligence for global enterprises. We use artificial intelligence and machine learning modeling to crawl millions of domains and give our clients full visibility, insight, and understanding of the internet. We shine a light on hidden merchant risk and reveal new opportunities to help businesses grow.

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)
Qualifications:
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