Pindrop is hiring an

Application Support Engineer - University Graduate

Atlanta, United States

The Job

Our Application Support Engineer - University serves as a primary point of contact for customer concerns, providing technical and deployment assistance to customers and internal stakeholders. You will work closely with Professional Services, Development, Sales, and Product Management to ensure Pindrop is delivering overall superior service and support to our customers.
You will be focused on supporting and resolving client issues with Pindrop deployments in client data centers. This opportunity involves client interactions and ability to troubleshoot, diagnose, document and fix production support issues. 

You will be a part of Pindrop’s Campus Talent program, which will place you with a group of other new grads from all over the Eastern US. This program extends across our Engineering and Customer Success teams and is headquartered in Atlanta, GA. 

**Ideally targeting a Spring 2017 graduate. 

Responsibilities

  • Serve as the first point of customer support
  • Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues
  • Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
  • Work with engineering team to understand best deployment practices and product architecture 
  • Participate in the testing of new product releases
  • Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions
  • Contribute articles to the knowledge base in an effort to promote self-help for our customers
  • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers
  • Establish priorities and communicate rationale and timeframe clearly to customers. Overcomes constraints to meet established deadlines

Who You Are 

  • Recently completed an undergraduate or graduate degree with ability to begin working by June 1, 2017
  • Self-starter with the ability to multi-task 
  • You enjoy working in a fast-paced start-up culture
  • Good communication and presentation skills

Tech Experience

  • Experience with UNIX and Linux systems
  • SQL 
  • Basic network and systems knowledge 
  • Telephony experience is a plus

 

Perks at Pindrop

We hire good people, and take care of them. Whether it’s your favorite coconut water in the fridge or an office-wide chili cook off, Pindrop believes in fostering an environment where employees don’t just come to work hard, but play hard. We host regular game nights, team challenges, and offsite events (not to mention the endless snacks and catered meals) to keep everyone involved in our company culture. None of these strike you? We appreciate new ideas any and everywhere. Let us know what interests you and we can incorporate it into our Tea Time twice a month. Grab a beer and discover something new.

Keep learning. Pindrop offers regular Lunch & Learns and Tech Talks that promote an environment for people to grow outside of their job title. Want to learn to code with minimal experience? Come to our Intro to Python Tech Talk. Interested in March Madness? See how data science can help you beat the bracket at our Data Science in the Real World Lunch & Learn. In addition to these events, we promote a continued education budget for each of our employees to grow and improve in tandem with the company.

Our employees are creative, excited, and above all a team. Pindrop is one of the fastest growing security startups in the country, but we make sure to hire only the best of the best. Better yet, every employee is passionate about the company and our mission. (Can you blame us?) When you put that passion in a collaborative setting it unites everyone as a team.

Fighting criminals is in the job description. No matter which facet of Pindrop you want to work for, we are all working towards the same goal-- making sure the bad guys don’t win.

 

Our Bio

Founded in 2011  |  Raised $122 million

Venture backed by Andreessen Horowitz, Google Capital, IVP, Citi Ventures, Felicis Ventures, & GV

Pindrop is the pioneer in voice fraud prevention and authentication. We provide enterprise solutions to reduce fraud losses and authentication expense for some of the largest call centers in the world. Pindrop’s patented Phoneprinting™ technology can identify, locate and authenticate phone devices uniquely just from the call audio thereby detecting fraudulent calls as well as verifying legitimate callers. We have been selected by the world’s largest banks, insurers, brokerages and retailers, detecting over 80% of fraud even for attackers never seen before. Pindrop’s solutions are allowing customers to reduce call time and improve their customers’ experience even while reducing fraud losses.

  

Check out this video to get more of an idea of what we do
and all the good karma you’ll rack up working for us.

 

Pindrop is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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