Tier 1 Support Engineer

Description

BioCatch is the leader in Behavioral Biometrics, a technology that leverages machine learning to analyze an online user’s physical and cognitive digital behavior to protect individuals online. BioCatch’s mission is to unlock the power of behavior and deliver actionable insights to create a digital world where identity, trust, and ease coexist.Today, 34 of the world's largest 100 banks and 210 total financial institutions rely on BioCatch Connect™ to combat fraud, facilitate digital transformation, and grow customer relationships.. BioCatch’s Client Innovation Board, an industry-led initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helps BioCatch to identify creative and cutting-edge ways to leverage the unique attributes of behavior for fraud prevention. With over a decade of analyzing data, more than 80 registered patents, and unparalleled experience, BioCatch continues to innovate to solve tomorrow’s problems. For more information, please visit www.biocatch.com.

Come join the dynamic Technical Support Team at BioCatch Operations and play a key role in facilitating and managing technical support and monitoring. Let your skill shine and be part of a team that ensures BioCatch’s service continuity while delivering a seamless top-class service to our valued customers.

Main Responsibilities:

• Monitor our systems, and spot common trends and underlying problems.
• Gather technical information, investigate issues, resolve, and escalate priority problems.
• Provide reliable solutions to critical and high-impact customer issues.
• Enrich our tutorial documents, to nurture extended self-service capabilities of our external and internal customers.
• Work closely with our developers and technical teams to solve customer’s problems efficiently and improve our product.
• Communicate with our customers, about maintenance activities, requests and incidents.
• Attend customer troubleshooting and war room meetings, if needed.
• Full-time position

Requirements

• Technical skills and knowledge (monitoring, troubleshooting, logs-reading, SQL, etc.).
• Customer-facing skills.
• Portuguese native speaker. Excellent written and spoken English level (B2 or higher on the CEFR scale). Fluent in Spanish.
• Extensive familiarity with Office tools.
• Previous experience as NOC or in a technical support position – an advantage.
• Scripting or programming experience – an advantage.
• Knowledge of customer service principles and practices - an advantage