Senior Technical Support Specialist

DataVisor

Senior Technical Support Specialist providing product and technical support for DataVisor's AI Fraud and Risk Platform. Collaborating with clients and engineering teams to resolve technical issues and improve product usability.

Posted 6/5/2026full-timeRemote • 🇮🇪 IrelandSenior💰 €50,000 - €75,000 per yearWebsite

Tech Stack

Tools & technologies

JavaPythonSQL

About the role

Key responsibilities & impact

Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
Ability to triage support requests in an effective manner to ensure request prioritization is maintained
Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally
Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions
Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Requirements

What you’ll need

5-7 years of technical support experience in SaaS companies in Big Data Analytics industry
3+ years of experience using and/or supporting real time data processing or Decision Engine type products
B.A./B.S. degree in a technical, analytical, or engineering discipline
Excellent problem-solving and troubleshooting skills
Excellent communication skills and ability to multitask in fast-paced environment
Strong time and project management ability with focus to ensure deadlines are met
Ability to communicate technical information in an accessible manner to non-technical employees
Coding and database experience (e.g. Python, Java, SQL) a plus
A process standardization and process improvement mindset
EU citizen residing in Ireland

Benefits

Comp & perks

Compensation: Annual salary range of EUR 50,000 -75,000, commensurate with experience.
Bonus, PTO

ATS Keywords

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Hard Skills & Tools

technical supportreal time data processingDecision Engine productsPythonJavaSQLdata backuphigh availabilityroot cause analysisproduct enhancements

Soft Skills

problem-solvingtroubleshootingcommunicationmultitaskingtime managementproject managementprocess standardizationprocess improvement