What are the responsibilities and job description for the Technical Support Engineer position at EverC?
About G2 Risk Solutions
G2 Risk Solutions is a leading provider of risk intelligence and compliance solutions for the payments, financial services, and digital commerce industries. Leveraging advanced artificial intelligence, machine learning, and large-scale web intelligence technologies, we help organizations identify hidden risks, uncover critical insights, and make confident business decisions.
Our platforms analyze hundreds of millions of domains and digital entities across the internet, revealing hidden relationships, mapping digital footprints, and detecting emerging threats. By transforming vast amounts of online data into actionable intelligence, G2 Risk Solutions enables customers to scale their businesses securely, efficiently, and with confidence.
Team Mission & Growth Opportunities
The Technical Support team plays a critical role in our customers' success and serves as a key partner to Product, Engineering, Operations, and Customer Success. We don't just solve issues; we identify trends, drive improvements, and help shape the future of our platform.
This role provides a unique opportunity to develop expertise in APIs, data analysis, digital risk intelligence, and SaaS technologies while working with global customers and cross-functional teams. High-performing team members are given opportunities to lead initiatives, influence product direction, and grow into advanced technical, customer-facing, or leadership roles.
Responsibilities
G2 Risk Solutions is a leading provider of risk intelligence and compliance solutions for the payments, financial services, and digital commerce industries. Leveraging advanced artificial intelligence, machine learning, and large-scale web intelligence technologies, we help organizations identify hidden risks, uncover critical insights, and make confident business decisions.
Our platforms analyze hundreds of millions of domains and digital entities across the internet, revealing hidden relationships, mapping digital footprints, and detecting emerging threats. By transforming vast amounts of online data into actionable intelligence, G2 Risk Solutions enables customers to scale their businesses securely, efficiently, and with confidence.
Team Mission & Growth Opportunities
The Technical Support team plays a critical role in our customers' success and serves as a key partner to Product, Engineering, Operations, and Customer Success. We don't just solve issues; we identify trends, drive improvements, and help shape the future of our platform.
This role provides a unique opportunity to develop expertise in APIs, data analysis, digital risk intelligence, and SaaS technologies while working with global customers and cross-functional teams. High-performing team members are given opportunities to lead initiatives, influence product direction, and grow into advanced technical, customer-facing, or leadership roles.
Responsibilities
- Investigate and resolve customer issues across products and services.
- Analyze logs, API requests/responses, and database records to identify root causes and drive resolution.
- Support customers, Customer Success Managers, and Operations teams with technical issues, product investigations, and integration troubleshooting.
- Collaborate with Engineering and Product teams to escalate, reproduce, and resolve issues.
- Prioritize and manage issues based on customer impact and business needs.
- Work effectively in a global team environment spanning multiple time zones.
- Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems.
- 3 years of experience in Technical Support, Technical Operations, or a similar customer-facing technical role in a SaaS environment.
- Strong troubleshooting, analytical, and problem-solving skills.
- Strong team player with a collaborative mindset and willingness to support colleagues across functions.
- Hands-on experience writing and analyzing SQL queries.
- Experience working with and troubleshooting REST APIs.
- Experience working with ticketing and issue-tracking systems such as Zendesk and Jira.
- Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Self-motivated, detail-oriented, and comfortable managing multiple priorities.
- Experience with scripting or automation (i.e. Python) - an advantage.
- Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests - an advantage.