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G2 Risk Solutions is a leading provider of risk intelligence and compliance solutions for the payments, financial services, and digital commerce industries. The company leverages advanced AI, machine learning, and large-scale web intelligence to help organizations identify hidden risks, uncover critical insights, and make confident business decisions.
The Technical Support team plays a critical role in customer success and serves as a key partner to Product, Engineering, Operations, and Customer Success teams. This role offers the opportunity to develop expertise in APIs, data analysis, digital risk intelligence, and SaaS technologies while working with global customers across multiple time zones.
Key Responsibilities:
- Investigate and resolve customer issues across products and services
- Analyze logs, API requests/responses, and database records to identify root causes and drive resolution
- Support customers, Customer Success Managers, and Operations teams with technical issues, product investigations, and integration troubleshooting
- Collaborate with Engineering and Product teams to escalate, reproduce, and resolve issues
- Prioritize and manage issues based on customer impact and business needs
- Work effectively in a global team environment spanning multiple time zones
- Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems
High-performing team members are given opportunities to lead initiatives, influence product direction, and grow into advanced technical, customer-facing, or leadership roles.
Requirements:
- 2-4 years of experience in Technical Support, Technical Operations, or similar customer-facing technical role in a SaaS environment
- Strong troubleshooting, analytical, and problem-solving skills
- Strong team player with collaborative mindset and willingness to support colleagues across functions and regions
- Availability to work in a global support environment and collaborate with teams across multiple time zones, including the EMEA region
- Hands-on experience writing and analyzing SQL queries
- Experience working with and troubleshooting REST APIs
- Experience with ticketing and issue-tracking systems such as Zendesk and Jira
- Customer-facing skills with ability to communicate technical concepts clearly to both technical and non-technical audiences
- Self-motivated, detail-oriented, and comfortable managing multiple priorities
- Advantageous: Experience with scripting or automation (e.g., Python)
- Advantageous: Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests
