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.

Position Summary

Your primary focus for this position is to analyze the web traffic coming through our customer’s endpoints, detect attack patterns, and funnel the attackers through appropriate channels to ultimately bankrupt their efforts in attacking our customers. This position is a customer support/escalation role. You will work closely with our Customer Success Managers, Solutions Engineers, Threat Researchers, etc. to provide an amazing customer experience, as well as prevent different fraud attacks across many industries. You will get to work with industry leaders and some of the smartest minds in fraud and abuse prevention. In addition, you will be central to driving success for our customer’s security initiatives across the Arkose Labs organization through close alignment with Engineering, Threat Research, and Product.

As a member of Arkose Labs, you will be an integral part of the team that delivers our patent-pending security service to our customers around the globe. You'll get to work with industry leaders and some of the smartest minds in fraud and abuse prevention.

Primary Responsibilities

Provide leadership in an innovative and dynamic team that can inform, influence, and support improved use of data for decision making in customer security through direct support and capacity building
Increase the capacity of teams to utilize multi-sectoral data to improve situational awareness, attack preparedness and response
Help drive customer adoption and deliver on Arkose Labs value proposition
Collaborate with CSOps team to develop technical approaches and new or enhanced technical tools to improve the analysis and utilization of data
Work collaboratively across teams providing technical expertise in the use of data for improved customer security performance
Serve as escalation point-of-contact for customers on data analytics and security settings
Provide technical support and guidance to customers
Manage customer communications for analytic and security settings
Collaborate with internal organizations on projects and initiatives
Identify and document process improvements
Identify expansion opportunities, future use cases and implementation rollouts with customers

Must Have

4+ years of Data or Support Analyst experience in a fast-paced environment, preferably in a SaaS company
Strong business English skills (B2 level)
Customer support and escalation experience
Strong understand of information security
Working knowledge of HTML, JavaScript, and APIs
Ability to quickly learn and support new technologies
Self-motivated with demonstrated problem-solving skills
Python scripting experience
Strong attention to detail
Team player, willing to learn, research and teach others
Excellent written and verbal communication skills
Strong work ethic, customer focus and winning attitude!
Skilled in data visualization tools
Understanding of A/B testing.
Proficient in the creation of visually and verbally engaging reports and presentations, for departmental heads/management, senior analytics leadership, and key stakeholders

Nice to Have

Computer Science, Mathematics, Statistics, Information Systems, Economics Degree or Equivalent
Background in customer-facing cybersecurity

Why Arkose Labs?

Join an early stage, fast growing startup with pioneering technology built by passionate and ambitious people.

Work with some of the biggest names in the market, such as Microsoft, Paypal, EA, Github, Twitch, Roblox, and Minecraft!

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We hire the best and value integrity, excellence, respect, inclusion, and collaboration.

We value:

People: first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.
Team Work. We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another
Customer Focus. We empathize with our customers and obsess about solving their problems
Execution with precision, professionalism and urgency
Security. It’s the lens through which we implement our processes, procedures, and programs

We focus on professional growth and development and offer continuing education.

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

Arkose Labs

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