Careers

Vindicia is a leader in the rapidly growing payment management category and has as customers some of the best-known brands on the Internet. Vindicia offers for online merchants a hosted solution that combines recurring billing and fraud management capabilities to maximize the lifetime value of a merchant's customer base.

Growing revenues at 100% a year, we look for people who are self-starters, enjoy working in a dynamic and fast-paced environment, and recognize the value of working in teams to accomplish a goal. As a private company, Vindicia offers competitive salaries, stock options and numerous other benefits.

Chargeback Analyst

Posted 01/21/2010
Send Digital Resume To: mat-jobs@vindicia.com

Vindicia is seeking a Chargeback Analyst as part of the Merchant Services team to manage all aspects of Chargeback Management and Fraud Prevention with their merchant clients. This person will report to the Manager, Chargeback Analysts.

Qualifications:

The Chargeback Analyst is responsible for providing exceptional service to each assigned merchant.  S/he will monitor chargeback activity and analyze the reasons for the chargeback and determine the proper course of action on behalf of the merchant. S/he will also act as the “voice of the merchant” and recommend ways to improve response letters, analyze ways to reduce credit fraud, and provide policy improvements that facilitate increased win rates and therefore revenue for the merchant while increasing merchant loyalty and retention. 

Required Experience:

  • Minimum 4 years experience in merchant environment working with order and billing processing and chargeback management or equivalent experience in services based companies
  • Excellent customer/client verbal, phone and written communication experience and skills required.
  • Experience in the banking industry or processing chargebacks a plus.
  • Experience in an e-commerce company a plus.
  • Minimum education level = Bachelor’s degree or equivalent work experience.

Primary Duties:

  • Respond and resolve in/outbound Merchant inquires and issues via telephone and email. 
  • Follow-up with merchants regarding outstanding transactions/chargebacks.
  • Proofread and generate new response letters. This requires attention to detail and solid grammatical skills.
  • Research and stay current on assigned merchant account activity.
  • Manage daily chargeback queue in an efficient manner.
  • Contact payment processors on behalf of the merchant and negotiate positive results on disputed chargebacks
  • Track test cases
  • Use Vindicia methods and tools to track time management and manage metrics
  • Passion for learning and research of Card Industry guidelines
  • Willing to do anything it takes to be a team player and get the job done.

Knowledge, Ability, Skills:

  • Exceptional communication and interpersonal skills: ability to effectively and concisely communicate and build relationships with merchants.
  • Resolution management skills: ability to effectively and positively resolve issues with customers.
  • Excellent organizational skills and attention to detail: ability to prioritize demands and multi-task to compete daily objectives.
  • Proficient in using Web browsers, Microsoft Word and Excel.

Please Note:
Candidate must have good credit. Candidate will work at Vindicia’s headquarters in Redwood City, CA.

Compensation:
40-45 DOE per year plus health benefits, stock options, and a very friendly and fun work environment. Please, no phone calls!

Senior Product Manager

Posted 07/06/2009
Send Digital Resume To: pm_20090623-1@jobs.vindicia.com

Vindicia is seeking an experienced Senior Product Manager with a strong background in reporting and web analytics. The ideal candidate will be a self-starter and capable of overseeing product feature enhancements and issue resolution from requirements gathering, prioritization, feature definition through delivery. This may also include such areas as assistance with use case descriptions, documentation, test scenarios and outbound Product Marketing. Experience with hosted product delivery and agile development methodologies is a plus. This position will report to the Director, Product Management.

Roles and Responsibilities:

  • Work closely with internal cross-functional teams to build and deliver new features for new and existing merchants.
  • Gather and define business and functional requirements.
  • Work closely with Merchant Services, Customer Service, Marketing, Business Development and Sales and participates actively in all stages of the software development lifecycle.
  • Take proactive ownership for good outcomes and anticipate potential risks, putting appropriate mitigation plans in place.
  • Establish and communicate priorities and make smart, informed tradeoffs.
  • Contribute to documentation, white papers and other information vehicles to communicate product features, functionality and benefits.

Requirements:

  • Minimum 5 years experience in the data analytics discipline and at least 3 years product management experience.
  • Self-starter who is highly organized, learns quickly, and is a team player.
  • Strong organizational skills with the ability to handle multiple parallel projects and keep to deadlines.
  • Proactive leader who takes initiative and demonstrates a high level of accountability.
  • Familiar with open-source oriented technologies and architectures.
  • Track record of strong collaboration with cross-functional teams.
  • Effective and clear communication skills - both to internal teams, external stakeholders, and merchants.

Senior Technical Support Engineer

Send Digital Resume To: cs_20071105-1@jobs.vindicia.com

Vindicia is seeking a versatile Senior Technical Support Engineer. If you’re a junior person looking to step up- stay tuned, you’ll be next, but this role isn’t for you. The successful candidate for this role will have already held a leadership position in a substantial technical support organization. It is still a hands-on role, so if you “were technical but now focus on managing”, again, this isn’t your gig.

So who is a good fit for this role? Someone who is technically skilled, but also understands the processes needed to build and run a technical support team. You should be hands-on, and have demonstrated that you understand what it takes to support a mission-critical application that our customers depend on. Our on-demand billing is critical for our customers, including industry leaders like Symantec, Yahoo!, Blizzard (World of Warcraft), Cryptic Studios, SpeedDate, and many more. We process over $1B in billings annually, so we’re in the spotlight for each of our Merchants.

You’ll need to work with customers and our internal engineering team to diagnose issues. You will have to balance being an advocate for the customer with the reminder that you also represent all of Vindicia to the outside world. You’ll do all of this while helping define the way the Technical Support team should develop and grow. Your prior experience means you understand the processes and best practices that will enable Vindicia Technical Support to grow and thrive in our mission. By the way, technical support is a detail oriented job. Be sure to include the word waterfall in the subject of your email so we know you read the entire description of this role.

If you know the space, it’ll take a lot less time to ramp up. The best candidates will have a background in one or more of the following areas:

  • Subscription based online businesses
  • Billing for online gaming, content, and downloadable software industries
  • Payment Industry standards, including PCI compliance
  • Customer retention and membership marketing
  • Fraud detection, fraud prevention, and chargeback management
  • Software as a Service (SaaS)/ On Demand platforms

Roles and Responsibilities:

  • Work with customers to diagnose technical issues. Examine log files, transactions, and reports to determine why and where something has gone wrong. Keep the customer updated on pending fix dates and manage their expectations correctly.
  • Define team processes and procedures by working with Engineering, Technical Account managers, and Vindicia Management
  • Deploy and manage Vindicia’s customer self-support forum. Contribute to the knowledge base, and identify areas where we need additional content

Qualifications:

  • 8+ years of technical support experience.
  • 4+ years of experience as a senior support engineer / lead is preferred.
  • Strong technical leadership qualities and creative problem solving skills.
  • Strong business analysis and solid customer interaction skills.
  • Technical Bachelor's degree required.
  • Experience in a development is a plus, but not required. There will be a technical interview, so be prepared.
  • Diplomacy in cross functional team coordination to deliver results on customer's behalf.
  • Excellent verbal and written communication skills.
  • E-commerce experience or knowledge is desirable.

Technical Skills:

  • Expert proficiency in at least one of the following languages – Perl, Java, C#, PHP.
  • Must be experienced in overall software development lifecycle (IDE, AppServer, Webserver, databases etc.), preferably from a professional services perspective
  • Strong working understanding of the following languages - Java, C#, PHP, .NET, Perl.
  • Comfortable in working (in shell script level) in multiple operating systems - Linux, Windows.
  • Good working understanding of XML and Web Services.
  • Good working understanding of database systems - Oracle, MySQL, MS SQL Server, Postgress. Understanding of SQL is a must
  • Background building and administering community forums

Benefits:

  • Besides a fun work environment, Vindicia offers a full range of benefits including health and vision care with subsidized dependent coverage, a generous stock option package, and 401k.

Travel:

  • Nothing further than the water cooler

Technical Account Manager/Consulting Engineer, Professional Services

Send Digital Resume To: cs_20071105-1@jobs.vindicia.com

Vindicia is seeking a hands-on Technical Account Manager in our professional services organization. The successful candidate will be responsible for leading named strategic accounts and additional portfolio accounts from pre-sales engagement through implementation and into post-live support. This position requires someone with hands-on technical/ architectural skills as well as industry knowledge and business savvy. This is a key role, and reports directly to the Vice President of Professional Services.

Preferred candidates will have business and technical background in one or more of the following areas:

  • Subscription based online businesses
  • Billing for online gaming, content, and downloadable software industries
  • Payment Industry standards, including PCI compliance
  • Customer retention and membership marketing
  • Fraud detection, fraud prevention, and chargeback management

Roles and Responsibilities:

Presales

  • Support the sales effort by explaining the role of professional services, our implementation methodology, and industry best practices across the full spectrum of e-commerce.
  • Scope the integration effort and prepare draft statements of work (SOW’s) for customers exceeding a standard implementation

Implementation

  • Lead project kick-off meetings. Work with the customer to refine scope, establish a realistic timeline, and plan for intermediate check-points to ensure a successful implementation in the timeframes agreed
  • Assess technical design decisions and advise merchants on industry best practices in their development of internal processes and procedures
  • Advise merchants on the proper use of Vindicia API’s across ChargeGuard, CashBox, and other products as appropriate.
  • Coordinate integration and advise merchant on requirements to connect with appropriate payment processors
  • Be an advocate for merchant requirements within Vindicia

Post-Live

  • Manage inbound assistance requests from customers. Provide guidance to customer on technical and business issues. Troubleshoot issues within the customer environment and interface with engineering to develop corrections.
  • Schedule and conduct periodic business reviews to ensure merchants are able to exploit the platform to the greatest possible extent. Advise merchant on best practices such as A-B testing, subscriber management techniques, and offer management.

Practice Development

  • Be an active member of the professional services team by sharing improvement ideas and driving internal projects as needed to enhance team delivery capability

Qualifications:

  • 8+ years of professional software development lifecycle experience.
  • 4+ years of experience as a senior developer / lead in a functional domain is preferred.
  • Strong technical leadership qualities and creative problem solving skills.
  • Strong business analysis and solid customer interaction skills.
  • Technical Bachelor's degree required.
  • Experience in a professional services practice of a software company is preferred.
  • Diplomacy in cross functional team coordination to deliver results on customer's behalf.
  • Excellent verbal and written communication skills.
  • E-commerce experience or knowledge is desirable.

Technical Skills:

  • Expert proficiency in at least one of the following languages - Java, C#, PHP, C++/Win32 COM.
  • Must be experienced in overall software development lifecycle (IDE, AppServer, Webserver, databases etc.), preferably from a professional services perspective
  • Strong working understanding of the following languages - Java, C#, PHP, .NET, Perl.
  • Comfortable in working (in shell script level) in multiple operating systems - Linux, Windows.
  • Good working understanding of XML and Web Services.
  • Good working understanding of database systems - Oracle, MySQL, MS SQL Server.

Benefits:

  • Besides a fun work environment, Vindicia offers a full range of benefits including health and vision care with subsidized dependent coverage, a generous stock option package, and 401k.

Travel:

  • Vindicia products are delivered on a Software-as-a-Service (SaaS) basis. Therefore, travel for this role should not exceed 20%

Company Background:

Founded in 2003, Vindicia was created to address the lack of commercially available back office payment management solutions for online merchants. The majority of Vindicia's e-commerce pioneering executive team were members of the executive team at Emusic.com, the first internet company to legally sell mp3 files on the web. The executive team offers a unique combination of domain expertise, having operated a digital merchant business, and technical expertise, with an emphasis in payment and security solutions.

Vindicia provides payment management services to e-commerce merchants through a recurring/automatic billing platform, outsourced chargeback management, and consulting services. Vindicia's CashBox™ product lets merchants improve customer retention and maximize profit by enabling rapid implementation of best of breed recurring billing capabilities. Our ChargeGuard™ service allows merchants to control chargebacks and recover lost revenue through chargeback processing, disputing, and prevention. A PCI Service Provider Level 1 company and SAS 70 Type 2 audited, Vindicia is a key payment management resource to many high-visibility digital merchants.

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