Customer Success Engineer

About Us

Riskified empowers businesses to unleash ecommerce growth by taking risk off the table. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Riskified is proud to work with incredible companies in virtually all industries including Booking.com, Acer, Gucci, Lorna Jane, GoPro, and many more.

We thrive in a collaborative work setting, alongside great people, to build and enhance products that matter. Abundant opportunities to create and contribute provide us with a sense of purpose that extends beyond ourselves, leaving a lasting impact. These sentiments capture why we choose Riskified every day. 

About the Role

Riskified’s clients come in many shapes and sizes, span multiple software platforms and each one has its own unique story and internal flows. The Customer Success Engineer will be working cross-functionally to assist our merchants in scaling up the technical aspects of our products.

Externally, you’ll be working with brand-name retailers who are looking to reduce online fraud rates, and increase their bottom line by optimizing, improving, and enhancing their current Riskified services.

Internally, you'll collaborate daily with various departments including Product, Account Management, Analytics, Data Science, and R&D to ensure all relevant aspects of the product life cycle are addressed.

The end goal of the Customer Success Engineer is to own the technical aspects of integration efforts, upsells and cross-sales to accelerate our merchants’ growth.

What You'll Be Doing

• Act as the primary technical contact for enterprise merchants, leading integration efforts, upsells, and cross sales initiatives.
  
  
• Translate business needs into technical solutions by leveraging a deep understanding of Riskified’s platform and capabilities.
  
  
• Build and manage joint project plans with clients, ensuring milestones and deliverables are met.
  
  
• Partner closely with Account Management, Sales, and Support as the technical subject matter expert for new and existing offerings.
  
  
• Troubleshoot complex technical issues, investigate logs and data, and provide clear, actionable solutions.
  
  
• Proactively identify opportunities to improve processes, tools, and product capabilities.

Qualifications

• 4 or more years of experience in a Customer Success Engineer, Technical Account Manager, Solutions Engineer, or Technical Project Manager role, working with enterprise customers.
  
  
• Strong client facing experience with excellent communication and project management skills, comfortable working with both technical and business stakeholders.
• Solid technical background, including experience troubleshooting production issues, reviewing logs, querying databases, and reading code.
  
  
• Hands on experience with SQL and working with databases.
  
  
• Experience with API integrations and confidence working with technical documentation and source code.
  
  
• Ability to navigate complex, multi layered technical challenges while maintaining strong internal and external relationships.
  
  
• Experience working cross functionally with R&D, Product, Sales, and Account Management teams in a global environment.
  
  
• Proactive mindset and strong ownership
  
  
• Excellent written and spoken English
  
  
• Strong experience with Shopify is a significant advantage, especially hands on familiarity with Shopify integrations, APIs, and platform limitations.
  
  
• Experience in E-commerce, payments or FinTech - an advantage.

Life at Riskified

We are a fast-growing and dynamic tech company with 750+ team members globally. We value