Technical Support Engineer

About the team:

As part of DataDome’s Americas technical support team team, you will have a direct impact and daily interaction with clients such as Tripadvisor, Pokemon, ZocDoc, just to name a few.

This is an ideal opportunity to work with a variety of clients in their usage and adoption of DataDome’s platform, while simultaneously developing your knowledge and skill sets relating to cloud software, cybersecurity, and AI. When it comes to our support stack, we use Slack and Zendesk to provide support to our clients and Jira internally.

The Americas team is managed remotely, and emphasizes collaboration and engagement amongst dedicated problem solvers. Learn more about the Delivery Team in this article and get a glimpse into your life at DataDome.

As the Technical Support Engineer, you will be in charge of things like...

• Proactively monitoring customers’ exchanges and responding to support tickets while leveraging your expertise and knowledge of our solution and implementation phases.
• Informing our customers on how to get the most out of their DataDome products and services, respond to requests in a timely and precise manner, and be the point of contact to resolve customer issues related to DataDome products and services.
• Continuously developing your expertise and understanding of our solution, the implementation lifecycle, our bot detection process, as well as our dashboard functionalities through training, hands-on testing, sessions via our Learning & Development platform.
• Answer customers’ technical questions, while informing them and our internal global teams (Customer Success & Engineering) about your findings, meeting or exceeding service-level agreements (SLAs), and escalating ticket requests.
• Participating in an on-call rotation to provide to support our 24/7 support model
• Collaborating and exchanging with our global Threat Research team and cybersecurity experts on a daily basis, while simultaneously contributing to protecting and reducing fraudulent online traffic - basically this is what being a BotBuster is all about!

It would be great if...

• You have at least 2 years of relevant work experience in technical support, product support, or a similar customer-facing technical role
• You have experience supporting B2B cloud software
• You are self-driven, curious, an eager learner, at ease working autonomous and highly motivated
• You are a team player and enjoy interacting with global teams
• You are a customer-driven individual, who is excited to work and solve technical challenges in a rewarding environment alongside great people

Bonus Points

• You are interested in deep diving into data and you are familiar with Kibana/Elasticsearch
• You have experience with Apache, Nginx, AWS Lambda@edge, CDNs (e.g., Akamai, CloudFlare, Fastly), and WAFs
• HTTP protocol is no mystery for you
• Technical and functional understanding of website hosting and architecture, mobile application, and how the internet works (architecture, components, flows, OSI Layers)
• You have cybersecurity experience

What’s in it for you?

• Flex Life: Remote work + $500 stipend to help you set up your ideal workspace after 90 days of employment
• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.
• Professional Development: #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager.
• Events & Team building: #Wecare and we have fun! We organise Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• PTO: 20 paid time off days, 5 sick days and 2 floating holidays
• Equivalent of 401 K eligibility + matching.

What are the next steps?

• You x Talent Acquisition Specialist
• You x David , Support Engineer Manager
• You x Leta , Chief Customer Officer
• You x Benjamin, CEO
• Welcome to DataDome!

DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs. Named a Leader in the 2024 Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity. Because it’s not about knowing who’s real, it’s about what they intend to do. With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance. DataDome is fully automated and integrates seamlessly into any tech stack. Backed by a 24/7 SOC team of advanced threat researchers, DataDome stops over 400 billion attacks annually. Experience protection that outperforms with DataDome.

DataDome is an equal opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.