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?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, OpenAI, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.

Why do top tech professionals choose Arkose Labs?

• Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
• Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
• Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
• Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change

The most recognizable brands in the world select Arkose Labs, including OpenAI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and ZipAir.

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 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

Benefits

• Competitive salary + Equity
• 20 vacation days per year
• $500 USD to support you Work From Home setup (to be used in the first 30 days of employment) 
• Life, accidental death and permanent disability coverage
• Health benefits via Allianz Premium (Medical, Dental and Vision) - Employee only
• Mental Health Program
• Flexible working hours to support personal well-being and mental health

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.