Support Engineer Americas (Remote)

BforeAI is an innovative and rapidly expanding scale-up dedicated to deterring cybercrime through cutting-edge predictive and pre-emptive technologies. We harness the power of prescriptive AI to revolutionize the way we tackle cyber threats, particularly in the realm of brand protection.

Named by Gartner in 26 reports over the last 2 years, BforeAI is the industry’s fastest, most accurate solution for automated protection against online fraud.

We are like weather forecasts for cyber threats. Join us in the fight for a safer cyberspace!

✨ What’s cool about this job

We’re looking for a Support Engineer to join our team and help us provide exceptional technical assistance to our customers. This is a hands-on, customer-facing role, perfect for someone passionate about solving complex technical challenges, improving processes, and helping customers maximize the value of our platform.

Please note, this job can be anywhere in Americas – we have to select a country for job boards.

📣 What you’ll be doing

• Provide advanced technical support, troubleshooting, and resolution for enterprise customers.
• Act as a technical expert, assisting customers in fully leveraging our platform with tailored guidance, best practices, and recommendations.
• Collaborate with Product, Engineering, and Customer Success teams to address recurring challenges, reduce resolution times, and enhance the overall customer experience.
• Identify and escalate critical issues, working closely with cross-functional teams to ensure timely solutions.
• Support the implementation and optimization of ticketing and tracking systems for efficient issue management.
• Analyze support data to identify trends, improve processes, and predict customer needs.
• Contribute to developing technical documentation, FAQs, and self-service resources to empower customers.

Requirements

💥 You’ll be a great fit if 

• You have 5+ years of technical experience, including providing advanced (L3/L4) support to enterprise customers.
• You have a customer-first mindset and a passion for continuous improvement.
• You’re experienced in troubleshooting and resolving issues in cloud infrastructure, APIs, and automation tools.
• You have hands-on experience with technologies like Kubernetes, Docker, Python, Java, or similar tools and languages.
• You have worked with AI-driven or cybersecurity products and understand the unique challenges in these areas.
• You’re skilled at using and optimizing ticketing systems to manage and track customer issues effectively.
• You’re a strong communicator, capable of explaining technical concepts to both technical and non-technical stakeholders. Written and oral communication skills in English are required, additional languages are considered a plus.

Don’t meet every single requirement? Don’t count yourself out just yet. Studies show some individuals are less likely to apply to jobs unless they meet every qualification. At BforeAI, we’re dedicated to building a diverse workplace based on merit, work ethics, and character, and we believe everyone deserves a fair shot at success!

If you’re excited about this role but your past experience doesn’t align perfectly with every qualification, we hope you’ll still consider applying!

We use an Employee of Record service to facilitate seamless global hiring processes and offer benefits tailored to the country where you will be working! For countries not supported by our EOR partner, talk to us about being a contractor. In all cases, you will need to be authorized to work in the country you’re based in.

We offer a compensation package up to $105,000 USD per year in CTC (Cost to Company). Cost to Company represents our total investment, which includes all benefits and employer contributions. The final take-home pay will differ due to local tax regulations, selected benefits, and mandatory deductions. The actual offer will be based on the role level, skills, and experience of the candidate. Our compensation structure is thoughtfully designed to align with the expertise and potential impact of each individual.

Benefits

🚀 Why it’s great to work here

We are a location independent company – no physical office required – and we operate as a fully distributed team. We deeply believe in the value of diversity and inclusivity within our workplace, understanding that these principles lead to a happier team and ultimately a superior product. We offer an intellectually stimulating company environment and you’ll be working with a bright, dedicated team from across the globe. 

If you possess a high level of autonomy and self-organization, and feel you can thrive at BforeAI, we’d love to hear from you! 

💡 Want to know more about BforeAI? 

• About BforeAI
• BforeAI on YouTube
• Our Values & Benefits at BforeAI
• Our CEO Luigi Lenguito on Pre-crime Threat Intelligence
• BforeAI has been named a 2024 Cool Vendor by Gartner for Artificial Intelligence in Banking and Investment Services