Silver Tail Systems builds products to provide behavior-based fraud
detection and prevention in enterprise networks. Based in Menlo Park,
Ca. Silver Tail is VC backed by Andreessen Horowitz and Leapfrog, with
significant Series B funding. and been in business for over 3 years.
Silver Tail has revenue-generating customers. We are ramping up for
significant growth in the marketplace. We are a firm that is leading
the way in the rapidly expanding market of Internet Security, providing
behavior based fraud detection and prevention against business logic
abuse on websites . We have many revenue-generating customers including
PayPal, Sears, Etrade and several financial institutions in the UK.
Silver Tail was founded by a team of fraud-prevention experts who also
built anti-fraud and anti-phishing tools at eBay and PayPal. Combining
experience with cutting-edge proprietary algorithms, Silver Tail has
built highly scalable products that minimize false positive rates and
adapt to changing fraud attack vectors through the use of proprietary
behavior analysis algorithms.
Sr Customer Support Engineer- Position will be based on the East Coast
of the US. Successful candidate will be able to work from home.
Job Description:
As a support engineer at Silver Tail, your primary responsibility will
be as the face of the Silver Tail product when customers have issues or
concerns. Every interaction that you have with the customer will be
defined as friendly, intelligent, and responsive. You will work with
the customer to diagnose issues, provide customer education, reproduce
and escalate issues seen in the field, and contribute in other ways to
make Silver Tail support world class for the top companies of the
world. You will embrace company values regarding customer priority and
integrity in all of your focus areas.
Responsibilities:
· Respond to customer issues in a timely manner via phone
or ticketing system
· Ensure that every customer touch point is a positive one
· Reproduce issues independently for escalation to
engineering
· Diagnose issues onsite, and provide workarounds whenever
possible
· Advocate for the customer in bug review meetings
· Track ticket volumes, issue types, suggest changes to
reduce repetitive issues
Required Skillset/Experience: A qualified candidate will have many or
all of the following:
· Experience building a support team (in both process and
technology)
· Experience in supporting Fortune 500 companies. Experience in
the security space a plus
· 5+ years in a customer support role, 8+ years in the high tech
industry
· Solid Linux user/admin capabilities
· Basic scripting skills and networking/sysadmin tools
experience to reduce diagnostic time and effort
· Familiar with network diagnostics and configuration
· Experience in a small company environment; with a small team
Attributes
· Friendly, yet straightforward
· Passionate about customer opinion
· Articulate; able to easily explain to customer
· Diplomatic; able to defuse sticky situations
· Intelligent and creative in solving customer issues
· Strong written and verbal English communication skills with
positive personality
· Excellent time-management, multitasking skills
What Silver Tail Offers:
· A challenging environment with top-notch team members across
sales, engineering, and of course—support!
Leaders in the anti-fraud community work here.
· Innovative technology that is catching criminals and protecting
innocent users.
· Family-friendly work policies and benefits.
· Energetic leadership with proven track record.
Silver Tail Systems is a leader in the anti fraud, analytics area in the
rapidly expanding market of the WWW and Internet. We offer an
outstanding compensation package as well as lucrative equity in our
firm. Please send your information to Herbnj@gmail.com
