Customer Solutions Engineer

About Sift

Sift is the leader in Digital Trust & Safety, empowering enterprises to unlock new revenue without risk. Sift dynamically prevents fraud and abuse through industry-leading machine learning technology and expertise, an unrivaled global data network of 70 billion events per month, and a commitment to long-term customer partnerships. Global brands such as Doordash, Twitter, and Wayfair rely on Sift to gain a competitive advantage in their markets.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Job Description & Responsibilities

Our Technical Support & Solutions team plays a vital role in ensuring the success of our customers by troubleshooting and resolving product issues related to the Sift digital trust and safety platform.

As a Customer Solutions Engineer at Sift, you are the bridge between the customer-facing team and the engineering and product teams. You explain complex ideas to customers and relay customer needs to engineering and product. When a customer’s needs and our product don’t fully align, you’re the internal customer advocate who drives critical solution changes and refinements to our offerings.

What you’ll do:

• Own the most complex customer issues: Customer Solutions Engineering is a team of highly technical customer-facing experts. You’ll partner closely with our Customer Success Management as the technical liaison to Enterprise/Strategic accounts, and make sure they maximize Sift value. This team is responsible for building a deep understanding of customers’ business problems, technical requirements and success criteria -- empowering customers to solve complex business problems.

• Support the customer lifecycle: You will be the customer’s technical point of contact throughout their relationship with Sift, while also partnering with our Support team. You’ll understand the customer's business and technical needs. Day to day this involves understanding the nuances of their integration, working alongside Sift’s data science team to ensure the customer’s machine learning model health, meticulously whiteboarding the flow of their data to expand their integration, and being the internal voice of the customer. In short, you’ll do whatever it takes to make the customer successful.

• Automate and Optimize: You will apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. For some customers, you’ll write custom queries and scripts to calculate metrics to prove ROI, and optimize recurring processes. Internally, you will automate tasks, and take innovative approaches to problem-solving that will have the power to help guide internal decision-making.

What would make you a strong fit:

• 5+ years in a technical customer-facing role

• Close cross-functional collaboration with data science, engineering and product

• Outstanding communication skills, including the ability to communicate complex technical and business concepts to developers and non-developers

• Creative, ​coachable, ​collaborative, goal-oriented, ​and thoughtful​. You have a strong work ethic​ and are committed to excellence

• You have a growth mindset - you enjoy learning new skills, and applying it to technical challenges

• You are resourceful and proactive. If something seems strange, you’ll investigate. You are not afraid of challenging the status quo

• Strong experience writing scripts and queries to build internal tools and data pulls (For example: SQL, Python, Bash scripting) and comfort with APIs and web technologies

• Ability to prioritize, and deliver on multiple projects in tandem. You thrive under pressure and enjoy clarifying ambiguous situations

• Bonus points for experience in the B2B payments and/or fraud space