Tech Support Engineer I: ThreatMetrix & Emailage

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

LexisNexis ThreatMetrix is seeking a Product Support Specialist I / Support Engineer to join our 24x7 Customer Support team. You will deliver advanced technical support for ThreatMetrix and Emailage, monitor and troubleshoot issues, and escalate appropriately.

This role may include weekend and overnight shifts, with responsibilities covering installation walkthroughs, site navigation, and documenting interactions in Salesforce.

Qualifications

• Minimum of 5 years of Customer Support experience (pre/post sales).
• Excellent written and oral English communication skills.
• Ability to multi-task while researching and documenting inquiries.

Responsibilities

• Provide high-quality technical support for ThreatMetrix and Emailage products via phone and email.
• Log all interactions, findings, and resolutions in Salesforce.
• Assist customers with installation and product UI navigation.
• Escalate issues to second level teams when needed.

Skills

Customer support experience

English communication

Multi-tasking

Problem solving

Technical aptitude

Education

Bachelor's degree

Completed 2 years of college

Tools

Salesforce

Putty

Postman

Grafana

Django

SSL Shopper

Job description

LexisNexis ThreatMetrix is seeking a Product Support Specialist I / Support Engineer to join our 24x7 Customer Support team. You will deliver advanced technical support for ThreatMetrix and Emailage, monitor and troubleshoot issues, and escalate appropriately.

This role may include weekend and overnight shifts, with responsibilities covering installation walkthroughs, site navigation, and documenting interactions in Salesforce.