Senior Technical Support Specialist

Signifyd • New York, NY

384d

About The Position

The Senior Technical Support Specialist at Signifyd will be a key member of the Customer Support team, responsible for providing expert technical support to clients. This role involves both advisory and operational support, including data manipulation, root cause analysis, and problem-solving. The specialist will engage with various stakeholders across the organization to resolve technical issues efficiently and meet service level agreements (SLAs). The ideal candidate will possess strong technical acumen, strategic thinking, and the ability to design scalable solutions.

Requirements

• 7+ years of experience in customer-facing technical support environments, preferably in ecommerce, antifraud or payments-related domains.
• Extensive experience with querying and scripting tools (Python, SQL) and monitoring platforms (DataDog, Loggly).
• Excellent verbal and written communication skills, able to convey technical concepts to both technical and non-technical stakeholders.
• Strong independent work ethic and ability to troubleshoot complex technical issues.
• Creative, resourceful, detail-oriented, and highly organized.

Nice To Haves

• Passion for customer service.
• Passion for new technology.

Responsibilities

• Help customers troubleshoot issues encountered while using Signifyd's platform and provide actionable recommendations to resolve problems.
• Serve as the technical point of contact during service disruptions, ensuring alignment between client needs and product capabilities.
• Lead technical diligence on solution integration, APIs, and eCommerce workflows.
• Escalate unresolved customer issues to appropriate cross-functional teams, especially engineering and product teams.
• Analyze and interpret large datasets to identify anomalous patterns and trends using tools like DataDog, Loggly, Jaeger, Python, SQL, and Pandas.
• Document and train cross-functional teams on expected technical interactions and ideal solution states for known issues.

Benefits

• Discretionary Time Off Policy (Unlimited!)
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed