Feedzai

Program Manager

• Monitor and analyze technical incidents, identifying patterns, recurring issues, and potential systemic problems
• Surface improvement opportunities from incident data and share findings with relevant teams
• Provide feedback on operational efficiency and suggest enhancements to troubleshooting workflows
• Act as the bridge between Product Support, Product Teams, CSMs and Clients, ensuring stakeholders are informed of service issues and trends
• Participate in client-facing discussions regarding incidents, service disruptions, and long-term resolutions
• Collaborate with engineering, product, and operations teams to improve incident resolution times and service quality
• Correlate related incidents and assist in root cause analysis efforts, tracking RCA follow-up actions
• Track and report on key ticket management metrics, ensure SLAs are met, and develop reports, dashboards, and processes to surface operational insights

Senior Program Manager

Support Engineer

• Serve as front line contact for our external customers by resolving pre-production and post production technical issues
• Acting as a technical expert on Feedzai products, demonstrating leadership and working independently to resolve complex technical problems, including escalations to our development team
• Resolve technical issues related to product and infrastructure in a 24x7 environment
• Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements of services and work closely with Engineering and Customer Success Team to implement these enhancements
• Occasionally work on internal bugs and supporting tools
• Analyse complex problems from Feedzai's product and examine interaction between product and the customer's origin infrastructure
• Facilitate the entire life-cycle for client resolution collaborating with the product team, account management team, and other customer success team members
• Take ownership of customer issues until resolved and communicate with patience and empathy

Product Support Engineer

• Serve as front line contact for our external customers by resolving pre-production and post production technical issues
• Act as a technical expert on Feedzai products, demonstrating leadership and working independently to resolve complex technical problems and escalate to development when needed
• Resolve technical issues related to product and infrastructure in a 24x7 environment
• Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements; work closely with Engineering and Customer Success to implement enhancements
• Occasionally work on internal bugs and supporting tools
• Support clients across the product lifecycle, collaborating with product, account management, and customer success teams
• Own customer issues end-to-end to ensure resolution and Customer Delight

Community Manager

• Feedzai is the world’s first RiskOps platform for financial risk management, securing cashless transactions with machine learning and AI for banks, processors, and retailers.
• Join the Internship Community by submitting your resume; Feedzai will reach out for fitting internship openings.
• First 30 days: onboarding with training, connections, one-on-one manager time, optional virtual or onsite shadowing, access to company resources, and starting on projects and collaborations.