Customer Support Engineer

Duration - 3 months

* Conduct in-depth root cause analysis and guide internal teams to implement remediation plans to address identified issues.

* Resolve issues through internal ticketing management system and helping internal teams understand how to comply with Digital Market's Act (DMA)

* Work with internal technical teams to streamline the alerting process

* Regularly assess and review compliance with compliance requirements

* Communicate with internal stakeholders, regulatory bodies, and external partners to ensure a comprehensive understanding of compliance obligations.

* Audit internal logs on high risk use cases and report to leadership on the identified issues

* Collaborate with various departments, including legal, IT, marketing, and operations, to ensure a holistic approach to compliance.

* Prepare documents to maintain records of compliance activities and prepare reports for internal and external stakeholders.

Basic Qualifications

* BS in Engineering, Computer Science, or related field

* Experience providing technical Customer Support

* Knowledge and/or working experience with relational database management systems (MySQL, Oracle, etc.)

* A minimum of 2+ years of experience in a customer experience, Customer Support or product support role that requires deep product knowledge, ideally for a technical and complex product at a SaaS company

* Knowledge and/or working experience with security and privacy compliance regulations like COPPA, GDPR, PIPEDA, HITECH, HIPPA, DMA etc.

Preferred Qualifications

* Proven problem solving and analytical skills

* QA/Tester background is a plus

* Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measures

* Ability to manage multiple high-priority tasks simultaneously

* Ability to work independently with limited supervision

* Ability to lead complex technical discussions with a variety of groups including software engineers, hardware engineers, technicians, and operators

* Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++) or Networking Technologies (TCP/IP, DNS)

* Familiarity, or a willingness to learn about, technical concepts including, but not limited to, JSON, APIs, SDKs, and a coding language (i.e. Python, Ruby, etc.)

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

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