Technical Account Manager

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity

technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses, and citizens, and support law enforcement operations.

Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.

Each of us can help make the world a safer place. Join us!

ABOUT THE ROLE:

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.

TASKS TO SOLVE:

• 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.

APPLY FOR THIS V ACANCY IF YOU HA VE THE FOLLOWING QUALIFICATIONS:

• 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 or cybersecurity.
• Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills

WHAT ELSE WE APPRECIATE IN OUR TEAM:

• 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.

WHY CHOOSE GROUP-IB

• Your happiness is important to us. We want every single team member to be happy.
• Continuing professional development. At Group-IB, you can choose from various paths to growth: progress as an expert, advance to a management position, try your hand in another department, relocate abroad, or launch a new business area at Group-IB.
• A team with extensive international expertise. Do you have experience but are looking for exciting challenges? By choosing us, you will be choosing complex tasks and continuously improving your skills in a fast-growing international company.
• Globally recognized technologies. Group-IB's members are located in 25 countries and our products and services are sold in 60 countries. What’s more, Gartner, IDC, and Forrester have ranked our technologies among the best in their class. We work with over 450 international partners and about 500 clients.
• A culture created by each of us. Group-IB’s employees speak many different languages and understand one another. We respect each other's beliefs, share common values, and strive toward the happiness of every employee.
• Economic stability. Group-IB's sustainable growth helps rapidly develop careers that would take years to progress as far as most other companies.

WHAT ELSE YOU SHOULD KNOW

• Flexible schedule. Group-IB does not have fixed working hours. You choose your own schedule. We adhere to the principle advocated by Steve Jobs: “We have to work not 12 hours, and head.”
• Health. If anything goes wrong, don’t worry — we offer health insurance.
• Certificates and training courses. Group-IB specialists hold over 1,000 professional certificates, including CEH, CISSP, OSCP, GIAC, MCFE, BSI, as well as some rare ones that would be a source of pride for experts in forensics, penetration testing, and reverse engineering worldwide. We have an incentive program that helps employees achieve certifications at the company's expense.
• Challenges. A wide selection of GIB programs helps you improve soft skills, gain new competencies, and receive monetary rewards.
• The initiative is rewarded. At Group-IB, you can bring your most daring ideas to life. The company encourages technical blogging, writing articles, building sports teams, and other creative activities.