Senior Customer Technical Support Engineer
Featurespace is the world leader in Adaptive Behavioural Analytics technology for fraud and risk management. Using machine learning and anomaly detection, our ARIC platform helps financial institutions and organizations around the globe stop fraud in real time.
But we're more than just a tech company, our biggest asset is our people who are exceptionally talented and dedicated to fighting fraud and protecting our customers from risk.
Led by CEO Martina King, one of the 25 Most Influential Women in Payments 2018, and an award-winning management team (Sunday Times, 2018), we’ve had consecutive years of outstanding growth and commercial success. And it's only getting better; we received more than 14 awards and accolades in 2018, including the Queen's Award for Enterprise.
The Opportunity
Following the tremendous success of Featurespace, our team is expanding globally, and we are looking for experienced Support Engineers in Singapore area. 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 openings in the APAC region, making this an exciting time to join with loads of possibilities for progression as the company continues the impressive growth.
Day to Day
Please note: we are looking to accept applications from Singaporeans only for this role. We are not looking to provide any employment passes for this role at this point in time.
Must haves:
The work is often challenging and fast paced. We are looking for someone who has the following qualities:
And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude. Apply now
But we're more than just a tech company, our biggest asset is our people who are exceptionally talented and dedicated to fighting fraud and protecting our customers from risk.
Led by CEO Martina King, one of the 25 Most Influential Women in Payments 2018, and an award-winning management team (Sunday Times, 2018), we’ve had consecutive years of outstanding growth and commercial success. And it's only getting better; we received more than 14 awards and accolades in 2018, including the Queen's Award for Enterprise.
The Opportunity
Following the tremendous success of Featurespace, our team is expanding globally, and we are looking for experienced Support Engineers in Singapore area. 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 openings in the APAC 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
Please note: we are looking to accept applications from Singaporeans only for this role. We are not looking to provide any employment passes for this role at this point in time.
Must haves:
- A degree in an IT related discipline, or equivalent experience combined with professional training
- Fluency in English, both written and spoken
- 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
- Fluent in Mandarin
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. Apply now