Remote, USA

Senior Customer Technical Support Engineer

The Opportunity

Following the tremendous success of Featurespace, our team is expanding globally, and we are looking for experienced Support Engineers to be based remotely in the US. This is a truly exciting role as you will need to apply your technical skills to investigating and solving challenging problems, whilst also delivering amazing service for our customers.

There are endless opportunities to bring personality to all interactions, deliver unexpected value, and show the customers what a difference a great enthusiastic support service can make!

On top of that, you will have many opportunities to deploy your skills to work on exciting internal projects in your team and across the business, whilst we will be providing support and mentoring to ensure you’re successful.

The role is one of the first Support openings in the AMER region, making this an exciting time to join with loads of possibilities for progression as the company continues the impressive growth.

Day to Day

  • Provide our customers with all the support, guidance, and tools that they need to use and maintain the ARIC platform successfully
  • Build trust and alleviate the impact of issues via swift response and proactive communication
  • Be a key source of knowledge on the customer solutions, the underlying technologies, integration methods, and operational best practices
  • Empower our customers and colleagues with training and documentation
  • Collaborate with the Delivery teams to help launch new customer deployments
  • Gathering customer’s feedback, evaluating their needs, and communicating these to the Product, Customer Success, Engineering, and Management teams
  • Join our on-call engineer rota to provide out-of-hours support for critical service issues
Apply now

More than just Business as Usual

Our Customer Support team give us a brief insight into daily life in their department and show us that it’s certainly not all work and no play.

Meet our Customer Technical Support Team!

About you

Please note:

Applicants must be currently authorized to work in the United States for any employer

No sponsorship is available for this position

Required skills:

  • A degree in an IT related discipline, or equivalent experience combined with professional training
  • Fluent in written and spoken English and Spanish
  • Demonstrated success in Customer Support or a Professional Services function for a product / SAAS company with enterprise customers
  • Ability to quickly learn new technology, as well as a strong interest in doing so!
  • Demonstrable extensive knowledge of the Linux operating system and shell scripting
  • Experience with at least two of listed technologies: MongoDB or other SQL/NoSQL databases, Elastic Stack, REST APIs, programming languages (i.e. Python or Java), distributed systems and technologies such as Apache Zookeeper and Apache Kafka, cloud environments (AWS, GCP)
  • Ability to make quick, informed decisions under pressure and prioritize appropriately based on SLAs, urgency, and necessity for both internal and external requests
  • Experience with ticketing systems such as Freshdesk, Zendesk, or Jira
  • Ability to conduct independent research, using internal and external resources to determine the root cause of problems and find workable solutions
  • Strong problem-solving capabilities and the ability to adapt to new processes and procedures quickly while dealing with many varied technical requests
  • Ability to communicate seamlessly with global internal teams and customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical stakeholders
  • Experience with ITSM best practice frameworks such as ITIL is a plus

Personal Qualities

The work is often challenging and fast paced. We are looking for someone who has the following qualities:

  • A passion to work for one of the fastest growing fraud prevention technologies in the world
  • A focus on personal achievement and responsibilities
  • An interest in progressing your career with us
  • An indication of how relevant technologies have been used (not just a list)
  • Attention to grammatical detail, layout, and presentation
  • Enthusiasm

 

And most importantly, a small-company attitude: willingness to adapt to a variable role, and a great can-do attitude.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

Please note:

Applicants must be currently authorized to work in the United States for any employer

No sponsorship is available for this position

If you have any questions or queries regarding this role, or life at Featurespace, please contact Careers@featurespace.com

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Cambridge Science Park, Milton Road, Cambridge, CB4 0GF, United Kingdom.

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.