Senior Product Support Engineer (Product Support)

As a Sr. Product Support Engineer, you will provide product and system support to our full portfolio of clientsYou may also participate in on-call schedules to help cover off-business hours supportYou will need to become an expert user of our end-to-end fraud prevention platform, and provide timely and fast-paced responses to clients via our Zendesk ticket systemYou will also work closely with our product team to provide customer feedback on different product usabilityThe Sr. Product Support Engineer will also work closely with our on-call engineering teams to troubleshoot product and system issues, and will be expected to understand our system architectureProvide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing systemAbility to triage support requests in an effective manner to ensure request prioritization is maintainedYou will need to have clear communication skills to speak with clients directly to figure out the source of their issue, and also give clear explanations once the solution or root cause is foundHelp monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setupGain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requestsWork closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externallyGive clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the…

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