Customer Support Engineer

hace 2 meses


Madrid, España Forgepointcap A tiempo completo

.WHY YOU SHOULD CONSIDER THIS OPPORTUNITYLynx was born 20 years ago to lead the fight against fraud and financial crime through advanced AI technologies, continuous innovation, and deep industry expertise.As pioneers in artificial intelligence (AI) for fraud and financial crime prevention, for us, AI isn't just a trend; our expertise honed over decades.Lynx is building an integrated Fraud and AML platform for a 360-degree view of risk, using transactional fraud, AML, and cybersecurity data for extraordinary insights and real-time responses. We live by our Lynx brand with superior vision, agility, and speed to deliver outstanding customer experience and build long-term trustworthy relationships.Headquartered in Madrid with a presence in 10 countries, 5 sales offices, and a team of +130 AI experts and developers worldwide, Lynx is dedicated to helping 300+ million users protected, move from a reactive to a proactive response by harnessing the power of AI to illuminate risk and deliver actionable insights.Lynx is differentiated by Focus on People: We connect exceptional talent, continuous innovation, outstanding customer experience, and operational performance to deliver the best value for our Clients.Our team is the perfect balance between talent and excellence. We try to promote personal growth and continuous training, as well as work-life balance. Find your next challenge with us And be part of our great global team that works to help people and companies fight fraud and financial crime.WHAT YOU WILL BE DOINGAs a Customer Support Engineer, you will provide post-sales support to Lynx customers via phone, email, and web. Regularly updating support cases to record the progress of calls in the call tracking system and documenting technical solutions and product information in the knowledge base as required. You will work to reproduce customer issues and qualify escalations.Our Technical Support team is critical to our success and mission. As part of this team, you will enable customer success by providing technical support ensuring the software is working as expected. We fix and identify technical problems focused on providing outstanding customer experience.The following are some of the key responsibilities for this role:Provide 24x7 (on-call) Technical support to customers and partners for critical incidents.Provide configurations, troubleshooting, and best practices to customers.Manage support cases ensuring issues are recorded, tracked, and resolved, and follow-ups are done on time.Work with engineering if needed to provide fixes and other remediation to issues.Provide fault isolation and root cause analysis for technical issues.Publish technical solutions in the Knowledge Base.Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Identify trends and maintain a proactive mindset to avoid issues



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