Position Title: Customer Support Engineer
Company Background:
Silver Tail Systems builds products to provide behavior-based fraud detection and prevention in enterprise networks. Based in Menlo Park, Silver Tail is VC backed by Andreessen Horowitz and Leapfrog, and been in business for over 3 years. Silver Tail has revenue-generating customers and with the recent successful series B we are ramping up for significant growth in the marketplace.
Silver Tail was founded by a team of fraud-prevention experts who also built anti-fraud and anti-phishing tools at eBay and PayPal. Combining experience with cutting-edge proprietary algorithms, Silver Tail has built highly scalable products that minimize false positive rates and adapt to changing fraud attack vectors through the use of proprietary behavior analysis algorithms.
Job Description:
As a support engineer at Silver Tail, your primary responsibility will be as the face of the Silver Tail product when customers have issues or concerns. Every interaction that you have with the customer will be defined as friendly, intelligent, and responsive. You will work with the customer to diagnose issues, provide customer education, reproduce and escalate issues seen in the field, and contribute in other ways to make Silver Tail support world class for the top companies of the world. You will embrace company values regarding customer priority and integrity in all of your focus areas.
Responsibilities:
· Respond to customer issues in a timely manner via phone or ticketing system
· Ensure that every customer touch point is a positive one
· Reproduce issues independently for escalation to engineering
· Diagnose issues onsite, and provide workarounds whenever possible
· Advocate for the customer in bug review meetings
· Track ticket volumes, issue types, suggest changes to reduce repetitive issues
Required Skillset/Experience:
A qualified candidate will have many or all of the following:
· Experience building a support team (in both process and technology)
· Experience in supporting Fortune 500 companies. Experience in the security space a plus
· 5+ years in a customer support role, 8+ years in the high tech industry
· Solid Linux user/admin capabilities
· Basic scripting skills and and networking/sysadmin tools experience to reduce diagnostic time and effort
· Familiar with network diagnostics and configuration
· Experience in a small company environment; with a small team
Attributes
· Friendly, yet straightforward
· Passionate about customer opinion
· Articulate; able to easily explain to customer
· Diplomatic; able to defuse sticky situations
· Intelligent and creative in solving customer issues
· Strong written and verbal English communication skills with positive personality
· Excellent time-management, multitasking skills
What Silver Tail Offers:
· A challenging environment with top-notch team members across sales, engineering, and of course—support! Leaders in the anti-fraud community work here.
· Innovative technology that is catching criminals and protecting innocent users.
· Family-friendly work policies and benefits.
· Convenient location (close to Caltrain, Peninsula community).
· Energetic leadership with proven track record.
Silvertail Systems is a leader in the anti fraud, analytics area in
the rapidly expanding market of the WWW and Internet. We offer an
outstanding compensation package as well as lucrative equity in our
firm. Please send your information to Herbnj@gmail.com
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