Who we are. 
 
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. 
 

What you will do & how you will make your mark 

Assists in identifying fraudulent and abusive activity and documents to ensure account security. Monitors all assigned queues to ensure that all forms/cases/tickets are processed correctly within SLA. Acts as a contact and liaison with all other departments to help resolve DNS Abuse Mitigation issues. Create, maintain, and improve processes for detection and mitigation of abusive activity perpetrated through usage of our products. Liaison with various representatives of the intelligence community, domestic and global law enforcement, industry, and cyber-crime watchdogs that specialize in abuse mitigation to enable rapid exchange of data and take prompt action against miscreants. Perform analysis of malware, spam, phishes/spoofs, and other abuse incidents to understand modus operandi and implement countermeasures in partnership with support and system admin teams. Proactively track and review abusive activity within our client base and take appropriate action, ensuring that our Terms of Usage are strictly adhered to. Review complaints from Internet users about abusive activity and communicate with clients and channel partners to take appropriate action. Gather actionable intelligence and understand threats by using data obtained from various blacklists, browsing various fraud forums, communicating with affected parties and so forth. Participate in discussions within the Internet security community at large, with a view to gather intelligence and refine our processes based on industry/technology trends. Educate our channel partners about best practices in abuse and fraud mitigation.  Based on incoming SIFT chats, review account logins for possible account compromises by analyzing the overview, network, and activity tabs.  Review accounts within Jarvis based on the activity from the Sift review.   

Who you are & what you will need to succeed. 

Excellent problem solving and communication skills. Excellent computer skills and internet proficiency. Must be able to assist challenging Customers and demonstrate good conflict resolutions skills. Must be able to manage time wisely. Prior experience successfully working in a Team environment is preferred. Must be able to work overtime or flexible hours based on business needs. Must be meeting performance expectations for the current position (internal candidates). Handle and participate in special projects or initiatives as assigned. Three+ years' experience preferred Familiarity with internal ticketing systems and tools such as Pega CRM, Jarvis, Genesys Chat, Salesforce, Splunk and Sift. Technical understanding of Domains, DNS, Email, and Hosting support processes and troubleshooting. Good investigative skills and consummate attention to detail. Inclination towards research, data analysis, problem solving. Strong ability to analyze Sift tool data, identify patterns, and make decisions. Clear and concise communication with teammates and management. 

Why you’ll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.