Technical Support Engineer Internship

at  Arkose Labs

The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2023 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world’s first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with employees in London, Costa Rica, Australia, India, and Argentina. Arkose Labs protects enterprises from cybercrime and abuse.

MUST-HAVE QUALIFICATIONS:

• Outstanding interpersonal skills, and excellent communication - both verbal and written.
• Basic understanding of cloud tools, log analysis and monitoring concepts.
• Logical approach to problem solving with strong troubleshooting skills.
• Excellent time management skills with the ability to adapt to changing priorities of customer issues.
• Proactivity in quickly learning new technologies and staying current with the latest industry developments.
• Passionate about working in a dynamic technical environment and supporting a world class cybersecurity solution.

NICE-TO-HAVE QUALIFICATIONS:

• Prior experience with Arkose Labs.
• Basic understanding of networking concepts, log analysis, application and network troubleshooting.
• Knowledge of authentication protocols.
• Some experience in technical support, system administration, or similar technical role, with a strong preference for experience in an IT security role, or other relevant position.
• Knowledge in security tools related to Bot Management, WAF and Fraud detection.
• Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages.
• Experience with JSON, REST API, and similar technologies such as Postman or Swagger.
• Experience providing SaaS support.
• Understanding of regular expressions (Regex), SQL and BI.

• Provide outstanding service and technical support to Arkose Labs customers and maintain positive customer relationships.
• Take ownership of resolving customer problems while ensuring an outstanding customer experience.
• Maintain a deep understanding of the Arkose Labs product and related technologies, with a focus on our bot management solution
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
• Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service principles and methodology.
• Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developers.
• Drive continuous improvement of tools, processes, and product supportability.
• Perform other job-related duties as assigned and participate in special projects.