Technical Support Associate

About GeoComply
We're GeoComply We are at the forefront of geolocation, cybersecurity, and anti-fraud innovation, developing and delivering cutting-edge technologies to help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud.
Achieving significant business and revenue growth over the past three years and dubbed a tech "Unicorn," GeoComply has been trusted by leading global brands and regulators for over ten years. Our compliance-grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year.
At the heart of it all is the people, united by a deep commitment to problem-solving and revolutionizing how people and businesses use the internet to instill confidence in every online interaction. With teams across five countries, three continents, and a global customer base, we have no plans to slow down.
The Role
As our Technical Support Associate, you are responsible for providing exceptional support for our geolocation and cybersecurity solutions. This technical role requires analytical thinking, attention to detail, and the ability to learn complex systems. You will investigate technical issues, work with APIs and databases, analyze data, and serve as a technical resource for both internal teams and external clients.
Note: While we train you on our specific products and tools, you should have a solid technical foundation to build upon.
Regular hours are Tuesday - Saturday 8:00am - 4:00pm but can range between 8-8 depending on the team's needs. Key Responsibilities

• Assist GeoComply and end-user customers with their technical requests, investigations, and questions through our ticketing systems: Salesforce, Jira, and Slack.
• Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance.
• Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre-configured scripts and in-house solutions.
• Complete configuration changes or escalate internally with a clear technical context.
• Monitor performance alerts and communicate any valid issues immediately to our affected clients and Incident teams.
• Communicate and coordinate with Customer Success Managers to manage clients and escalations.
• Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement.
• Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue

Who You Are

• Technical Requirements
  
• Technical background: Education or experience in Computer Science, IT, Data, Engineering, or related technical field (degree, bootcamp, certifications, or equivalent self-taught experience).
• At least two years of experience providing technical support by email, live chat, social media, and/or phone is a must; experience with customer service alone is not sufficient for this role.
• Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology.
• Fluent English (written and verbal): Ability to communicate technical information clearly and correctly.
  
• Core Competencies
  
• Constant Learner: You are curious and tech-savvy. You acknowledge and embrace technology and prioritize any opportunity to learn and grow your technical skills. You enjoy understanding how systems work.
• Solutions-Focused: You are a determined problem-solver who always sees a path forward and figures out how to get things done, no matter the size of the task. You use available resources to find solutions independently.
• Strong communication skills: Whether it is written or verbal, people know what you mean, what you are asking for, and what is expected. You can explain technical concepts to both technical and non-technical audiences.
• Detail-oriented: You know that details matter and take care and pride in getting the details right. In technical work, small details can make a big difference.
• Pragmatic: You know how to keep your cool during stressful times and can overcome challenges with multiple priorities.
• Flexible: You go with the flow and are adaptable. You are flexible, working on rotating shifts including evenings, weekends, and holidays, and collaborating across multiple time zones.

Bonus Points

• Experience with ticketing systems (Salesforce, Jira, Zendesk, etc.) and collaboration platforms (Slack, Confluence).
• Genuine passion for information technology, AI, innovation, and staying current with industry trends.
• Spanish or Portuguese language proficiency is a strong asset.

$56,000 - $77,000 a year Our compensation reflects the cost of labor across several Global markets. The salary for this position ranges from $56000/year up to $77000/year. Pay is based on several factors evaluated throughout the interview, including market location, job-related knowledge, skills, and experience. At GeoComply, our salary bands are crafted with purpose. They testify to the diverse range of skills and experiences that fuel our success.
In addition to our competitive salary package, we also offer the following personal and professional development benefits: Performance-based bonus Equity plans Paid vacation and sick days Extended health benefits Generous Learning & Development Allowance Sports and Physical Wellness budget (30% of L&D Allowance) Charitable and DEI initiatives Team-building events Apply Now
Interested in joining our team? Send us your resume and a cover letter. We can't wait to meet you
Commitment to Diversity and Equity. If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity rather than ticking boxes, so if this resonates with you, please apply.
Search Firm Representatives Please Read Carefully We do not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by GeoComply due to an agency referral where no existing agreement exists with the GeoComply Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the GeoComply Talent Acquisition Team.

Why GeoComply?
Joining the GeoComply team means you'll be part of an award-winning company to work, learn and grow. We are fast-paced, high-impact, and have a can-do team culture.
To be successful in our organization, you need an eager attitude, professionalism, and the confidence to willingly work to prove yourself and your ideas, and earn the trust of the organization.
Here's why we think you'd love working with us.
We're working towards something big We've built a reputation as the global market leader for geolocation compliance solutions for over 10 years. We're trusted by customers from all over the world, and the next few years will be particularly exciting as we continue to scale across new markets.
Our values aren't just a buzzword Our values are the foundation for what we as a company care about most. They signify the commitment we make to each other around how we act and what we stand for. They are our north star as we work together to build a company we're all proud to be a part of. Learn more, here.
Diversity, equity, and inclusion are at the core of who we are In collaboration with our team and external partners, we promote DEI in our recruitment and hiring practices; scholarships and financial aid; training and mentorship programs; employee benefits, and more.
Learning is at the heart of our employee experience At GeoComply, we foster an environment that empowers every employee to gain the knowledge and abilities needed to perform at their very best and help our organization grow. From a professional development budget to local training opportunities, knowledge-sharing sessions and more, we are continually investing in employee career growth and development.
We believe in being a force for good We profoundly care about our impact on the world and strive to make meaningful contributions to the communities we work and live in. Our Impact division focuses on philanthropic and social responsibility initiatives, including supporting our local communities, advancing equality, and harnessing our technology to protect vulnerable groups. Learn more, here.
We care about our team Our GeoComply team is talented, driven and hard-working, and is known for its positive attitude and energy.  At GeoComply, we take care of our employees with the total package. Team members are generously rewarded with competitive salaries, incentives, and a comprehensive benefits program.
We value in-person collaboration GeoComply culture thrives on a dynamic mix of in-person energy and independent focus and we champion a hybrid work model that blends the energy of in-person collaboration with the flexibility to work from home. Our 3-day in-office policy fosters teamwork and innovation, while also recognizing the importance of individual work styles and needs.

At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion, and we welcome applicants of all backgrounds, experiences, beliefs, and identities. Creating an accessible interview experience for all candidates is important to us. If you have any requests (big or small) throughout our hiring process, please don't hesitate to let us know so we can do our best to prioritize your needs.
We care about your privacy and want you to be informed about your rights. Please read our Applicant Privacy Notice before applying for the position.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information please see the Applicant Privacy Statement or feel free to contact us directly. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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