Senior Customer Support Specialist

About Sift

Sift is the leader in Digital Trust & Safety, empowering enterprises to unlock new revenue without risk. Sift dynamically prevents fraud and abuse through industry-leading machine learning technology and expertise, an unrivaled global data network of 70 billion events per month, and a commitment to long-term customer partnerships. Global brands such as Doordash, Twitter, and Wayfair rely on Sift to gain a competitive advantage in their markets.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Job Description & Responsibilities

Our Technical Support team plays a vital role in ensuring the success of our customers by troubleshooting and resolving product issues related to the Sift digital trust and safety platform. This team is also responsible for assisting customers with billing and data privacy-related requests.

The Senior Support Specialist at Sift serves as a highly skilled customer advocate and technical advisor. This role is responsible for both the swift triage and resolution of customer inquiries as well as the in-depth technical analysis, integration support, and advanced troubleshooting necessary for complex customer setups. By combining customer-facing collaboration with technical excellence, the Senior Support Specialist ensures that Sift's customers experience seamless, efficient, and technically robust support—no matter the complexity or channel of engagement.

Responsibilities:

• Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary.

• Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources.

• Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges.

• Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources.

• Cross-function Collaboration: Collaborate with customers, CSMs (Customer Success Managers), Product, and Engineering teams to resolve inquiries, clarify technical issues, and oversee escalated cases to completion

• Data Pulls: Provide support for custom data pull requests, leveraging SQL/Snowflake and Python skills for advanced customer needs

Skills & Requirements

• Experience: 3+ years of experience in technical troubleshooting of a business application, preferably supporting a software as a service (SaaS) platform preferred

• Technology Skillset: Proficient with REST APIs, SQL (including join queries), and data analysis methods (Snowflake, Databricks)

• Global Customer Interaction: Experience working directly with customers on a global scale, demonstrating your ability to address diverse customer needs.

• Positive Attitude: Possess an energetic, enthusiastic, and "can do" attitude, with a passion for solving problems and delivering exceptional customer service.

• Detail-oriented: Be highly detail-oriented, ensuring that all customer issues are thoroughly investigated and resolved.

• Customer-centric: Have a genuine passion for helping customers and a commitment to ensuring their success.