Senior Customer Support Specialist

As a Senior Customer Support Specialist, you’ll serve as a trusted technical advisor and advocate for our customers. You’ll lead the charge in troubleshooting complex product issues, delivering timely solutions, and collaborating cross-functionally to ensure a seamless customer experience.

This role blends technical depth with excellent communication, enabling you to support customer needs ranging from billing inquiries to advanced API troubleshooting and data analysis. You’ll play a critical role in helping Sift customers succeed—and scale confidently.

What will you do:

• Own Incident Resolution: Diagnose, troubleshoot, and resolve product-related issues across our platform—or escalate when necessary to ensure timely resolution.

• Manage Support Queues: Prioritize and manage an individual ticket queue, maintaining accurate, timely, and professional communication throughout the support lifecycle.

• Engage with Customers: Provide responsive, solution-oriented support via tickets, email, chat, and Sifters (our online customer community).

• Contribute to Self-Service Resources: Create and maintain customer-facing knowledge base articles to improve issue resolution efficiency and empower customer self-service.

• Collaborate Cross-Functionally: Work closely with Customer Success, Product, and Engineering teams to resolve escalated cases, clarify technical issues, and advocate for customer needs.

• Support Advanced Data Requests: Assist with complex data inquiries by using SQL, Snowflake, and Python to pull and interpret customer-specific data.

What we are looking for:

• 4+ years in a technical support or troubleshooting role, ideally within a SaaS environment or supporting business applications.

• Technical skills: Proficient in REST APIs, SQL (including advanced joins), and data tools such as Snowflake or Databricks. Familiarity with Python a strong plus.

• Demonstrated success supporting global customers with diverse needs. You have a strong sense of empathy and a customer-first mindset.

• Collaborative mindset: You thrive in cross-functional environments and enjoy partnering with internal teams to drive resolution and continuous improvement.

• A self-starter with sharp attention to detail and a passion for resolving problems end-to-end.

• You bring enthusiasm, curiosity, and a “how can I help?” attitude to every interaction.

Benefits and perks:

• Competitive Compensation: Includes financial rewards, annual 5% bonus, and stock options.

• Health Insurance Stipend: Support for your medical and health-related needs.

• Sports and Wellness Stipend: Encouraging a healthy and active lifestyle.

• Work From Home Stipend: Support in creating a productive home office setup.

• Education Reimbursement: books, education courses, and conferences to support your professional growth.

• Mental Health Days: Additional paid day offs to prioritize your well-being.

• Language and Public Speaking Development: English courses and social activities within the company to enhance your communication skills.

Our interview process:

• 30-minute introductory interview with the recruiter

• 30-minute hiring manager screening

• 60-minute technical assessment interview

• Virtual onsite (approximately 1 hour)

• 30-minute conversation with the SVP of Customer Experience, Trust & Safety

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.