Technical Support Engineer

📋 Description

• • Join DataDome's dynamic European technical support team and play a pivotal role in ensuring client success with our cutting-edge bot and AI-driven fraud detection platform.
• • You will have direct, daily interaction with a diverse portfolio of high-profile clients, including industry leaders like Tripadvisor, Pokemon, and ZocDoc, providing them with exceptional technical assistance and guidance.
• • This role offers a unique opportunity to deepen your expertise in cloud software, cybersecurity, and artificial intelligence by working closely with clients on their adoption and optimal utilization of the DataDome solution.
• • Become an integral part of a collaborative, remote-first team that values problem-solving, continuous learning, and mutual support, utilizing Slack and Zendesk for client communication and Jira for internal workflows.
• • Proactively monitor client environments and incoming support tickets, leveraging your growing expertise of the DataDome solution and its implementation phases to deliver timely and effective resolutions.
• • Empower customers by educating them on how to maximize the value derived from DataDome's products and services, ensuring their requests are met with precision and promptness.
• • Serve as the primary point of contact for clients experiencing technical issues, guiding them through troubleshooting and resolution processes related to DataDome's platform and services.
• • Commit to continuous professional development by actively expanding your knowledge of our solution, the intricacies of the implementation lifecycle, our sophisticated bot detection methodologies, and the comprehensive functionalities of our dashboard.
• • Engage in regular training sessions, hands-on practical exercises, and utilize our dedicated Learning & Development platform to stay at the forefront of our technology.
• • Address complex technical inquiries from customers, meticulously documenting your findings and insights to inform both our global internal teams (Customer Success & Engineering) and the clients themselves.
• • Consistently meet or exceed established Service Level Agreements (SLAs), ensuring a high standard of support delivery and client satisfaction.
• • Skillfully escalate ticket requests when necessary, collaborating with engineering and other specialized teams to ensure swift and comprehensive problem resolution.
• • Participate actively in an on-call rotation, contributing to our critical 24/7 support model to ensure continuous protection for our clients against online threats.
• • Foster strong collaborative relationships with our global Threat Research team and cybersecurity experts, engaging in daily exchanges to enhance our collective understanding and response to evolving cyber threats.
• • Contribute directly to DataDome's core mission: protecting and reducing fraudulent online traffic, a fundamental aspect of being a Datadomer.
• • Develop a deep understanding of website hosting, architecture, mobile applications, and the fundamental workings of the internet, including its architecture, components, flows, and OSI Layers.
• • Gain hands-on experience with key technologies and platforms such as Apache, Nginx, AWS Lambda@edge, Content Delivery Networks (CDNs) like Akamai, CloudFlare, and Fastly, and Web Application Firewalls (WAFs).
• • Become proficient in cybersecurity principles and practices, applying them to support and enhance client security postures.
• • Explore and analyze data related to bot traffic and security incidents, potentially utilizing tools like Kibana and Elasticsearch to uncover insights and trends.
• • Develop a strong command of the HTTP protocol, understanding its nuances and applications in web traffic analysis and security.
• • Work within a supportive and engaging team environment that encourages knowledge sharing and collective problem-solving.
• • Contribute to a company culture that values innovation, client-centricity, and a passion for cybersecurity.
• • Be part of a rapidly growing company that is a recognized Leader in Bot Management by Forrester and highly rated on G2.
• • Help protect major online platforms and businesses from sophisticated bot attacks and online fraud.
• • Grow your career in a field that is critical to the modern digital economy.
• • Make a tangible impact by safeguarding user experiences and business integrity for a wide range of clients.