Atlanta, GA

Senior Enterprise Technical Specialist

The Opportunity

Following the tremendous success of Featurespace, our team is expanding globally and we are looking for a Senior Enterprise Technical Specialist based in our Atlanta, GA office.

As a Senior Enterprise Technical Specialist, you will serve as a designated technical contact and champion for our US-based enterprise customers. By maintaining a long-term relationship with your customers, you will gain an understanding of the customer-specific solution, usage trends, overall technical environment, and pain points. You will use this knowledge to help customers achieve maximum value out of the ARIC solution and to proactively support your customers by delivering and managing the resolution of complex issues and orchestrating Featurespace teams to ensure success and technical health of our customers.

Day to Day

  • Be the internal champion and advocate for the customer to aid the resolution of customer issues through coordination of efforts among Featurespace’s internal teams (technical support, customer success, engineering, and leadership teams)
  • When necessary, be ready to dig in to assist in addressing customer issues alongside Featurespace Support Engineers
  • Use the knowledge of your customers to help Support Engineers and Delivery teams in better assisting your customers by running training sessions and contributing to documentation
  • Influence the roadmap of Featurespace products by leveraging the knowledge of your customers’ solutions, environments and use cases
  • Perform QBRs with customers in conjunction with Customer Success to review service levels, usage metrics and customer operational performance
  • Help to educate your customers on best practices for using Featurespace platform
  • Conducting regular Technical Reviews and maintaining health report of each platform, considering any alarming trends that might indicate resource limitations or other undiscovered issues, outages and critical issues, and ongoing projects
  • When needed, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g., work orders, professional services engagements, training sessions, etc.)
  • Communicate customer needs to our Customer Success team
  • Understanding the customer requirements and deliverables and help creating comprehensive Statement of Work (SOW) for new Work Orders
  • Learn and keep up-to-date on the latest product features, functionality, dependencies, underlying architecture and their operational impact
Apply now

Meet Rosanna, Senior Implementation Engineer at Featurespace

Check out Rosanna’s blog to see what life at Featurespace is really like!

Read Rosanna's blog

About you

  • Demonstrated success in Customer Success, Customer Support, Software Engineering, or a Professional Services function for a product / SaaS company with enterprise customers
  • Strong academic background (technology or scientific degree) or extensive relevant experience required
  • Excellent customer and business relationship/stakeholder management skills
  • 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 in data analysis, report writing, and presentations
  • Strong desire to tackle challenging technical problems and proven ability to do so with little or no direct daily supervision
  • Demonstrable extensive knowledge of the Linux operating system and shell scripting
  • Experience with at least four 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 conduct independent research, using internal and external resources to determine the root cause of problems and find workable solutions
  • Ability to learn new technologies quickly and a strong interest in doing so
  • Experience working in a cross-functional environment
  • Ability to adapt and stretch capabilities and skills to meet the business needs of a fast-growing technology firm

Personal Qualities

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

  • Resilience in the face of change
  • Great organizational skills
  • Good common sense and a logical thinker
  • A passion to work for one of the fastest growing fraud prevention technologies in the world

 

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., 3rd Floor, Broers Building, Hauser Forum, 21 JJ Thomson Avenue, Cambridge CB3 0FA

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.