ZERORISK

Support Engineer

• Owning the L2 support function end-to-end
• Acting as the technical gatekeeper between Support and Engineering
• Ensuring issues are correctly diagnosed, reproducible, and resolved at the lowest appropriate level
• Investigating complex merchant issues across various technical aspects
• Build and maintain structured L2 troubleshooting playbooks

Senior Technical Support Analyst

Engineering Manager

• Act as the primary interface between the CTO and all technical execution teams.
• Oversee the end-to-end engineering lifecycle, from coding standards and architecture to AWS CloudOps and incident management.
• Actively contribute code (Java Spring, Python, PHP).
• Supervise internal and external developers and enforce secure coding practices.
• Ensure delivery quality, code health, and architectural alignment with the company’s roadmap.
• Mentor developers and review code to ensure alignment with best practices.
• Own the operational health of ZeroRisk deployments across multi-account AWS infrastructure.

Head of Engineering

Analyst

• Serve as the primary point of contact for merchants seeking help with PCI compliance validation and platform usage.
• Respond to inbound merchant inquiries across phone, email, and chat with professionalism, patience, and accuracy.
• Guide merchants through PCI workflows, including SAQs, required steps, and validation status.
• Provide clear, non-technical explanations of compliance requirements, timelines, and platform notifications.
• Assist with basic ASV scan execution steps, such as initiating scans and checking status.
• Support foundational onboarding and usage of cybersecurity tools offered through ZeroRisk.
• Accurately document all merchant interactions in the ticketing system and route issues appropriately when escalation is required.
• Escalate technical, ASV-related, or advanced risk questions to Merchant Technical Services following defined processes.
• Participate in quality reviews, coaching, and continuous improvement efforts.

Senior Technical Support Analyst

Head of Engineering

Bilingual Merchant Success Analyst