RELX Group Senior Support Engineer in San Jose, California

Senior Support Engineer

Category:

Location: San Jose, California, United States

Description:

The leading provider of integrated cybercrime prevention solutions is looking for a highly capable and versatile Support Engineer to join our Customer Support organization. The scope of this role includes addressing questions from our customers, working with various internal teams and assisting other team members. The issue can range from a simple password reset to webpage workflow of ThreatMetrix code to troubleshooting network connections to working with the customer on specific rules to improve their risk position.

Responsibilities:

  • Address customer’s questions via phone/email/chat

  • Monitor the ThreatMetrix environment

  • Proactively notify customers of Service events

  • Work is in a 24x7 environment and on-call/weekend work may be required

  • Mentor/train other Support team members

  • Take on special projects as directed by Support management

At ThreatMetrix, a LexisNexis Risk Solutions Company, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.lexisnexisrisk.com. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

Educational Background

  • BA / BS, equivalent or relevant industry experience.

Required Skills and Experience

  • A minimum of 7 years previous Customer Support (pre/post sales) experience and desire to solve customer issues

  • Great Customer facing skills (email and over the phone)

  • Articulate communicator: Must have excellent written and verbal English communication skills

  • Understanding of the “Internet”; basic networking, SSL Certificates & DNS

  • Detailed working knowledge of HTML and at least two of the following technologies; PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net

  • Understanding of SQL and generating simple queries to assist customers

  • Excellent analysis, troubleshooting and debugging skills, in particular with web workflow, websites, and mobile applications

  • Ability to handle a wide variety of sometimes demanding and complex issues

  • Able to self-manage workload and handle rapidly changing priorities effectively

  • Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance releases to the product.

  • Experience with security processes or online fraud is highly desirable

  • Additional skills and experience considered a bonus

  • Additional Languages

  • Familiarity with web caching layers

  • Familiarity with virtualization tools