Technical Account Manager

Group-IB Fraud Protection is an advanced solution designed to counteract the most sophisticated fraud schemes against an organization, regardless of the industry. Group-IB Fraud Protection helps you detect fraud schemes such as social engineering attacks (scam calls, phishing and email scams, etc.), user account fraud, payment fraud, malicious bot activity, web injections, mobile trojans, malware-related and credit frauds, and more.

The Fraud Protection Business Unit is looking for a Technical Support Account Manager who will be part of the technical support team providing all technical services to customers. You will engage in project activities within the MEA market for Group-IB product – Fraud Protection. You’ll act as an advocate and point of escalation for the customer, bridging communication between various departments within the company. Leveraging your understanding of company protocols and technical support processes.

• Establishing and overseeing both internal and external project expectations, encompassing escalation procedures and communication protocols across all tiers of technical and managerial hierarchy.
• Respond to internal and external issues regarding Fraud Protection product; including, product usage, features, errors, and configuration.
• Log all requests in the service desk and be the main line of support to the customer.
• Write detailed problem reports for unanswered questions, product defects and post-mortem reports.
• Assist in identifying and reporting issues related to design, reliability, and maintenance.
• Work from the office or on customer sites as necessary to deliver the services.
• Collaborate with experts across technical departments.
• Act as a strategic technical advisor to customers on FP support related activities.

• Minimum 1-year of relevant experience in technical support, development, solution engineering. Relevant support may also include designing test cases, software consulting.
• You are an excellent communicator, can articulate clear priorities, and gain support to pursue these developments.
• You have experience working cross-functionally to solve complex problems.
• A bachelor’s degree in computer science, cybersecurity.
• Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills.

• Knowledge of network technologies (TCP/IP).
• Linux/Unix system administration experience.
• Experience with Python/JavaScript/TypeScript or another programming language.
• Mobile development experience: Swift, Objective-C, Java, Flutter, React Native, etc.
• Experience working with RabbitMQ, Kafka and HTTP RESTful API services.