Technical Support Engineer, West Coast (Remote)

Securiti.ai•San Jose, CA

33d•$160,000 - $180,000•Remote

About The Position

Securiti AI pioneers AI-powered data and privacy governance. Trusted globally, we deliver unified solutions for data intelligence, security posture management, privacy operations, and responsible AI governance. Our mission is to help organizations govern AI responsibly - ensuring data protection, compliance, and ethical adoption at scale. We are looking for Technical Support Engineers for our global customer success organization to provide post-sales technical support to Securiti customers. Securiti has been widely recognized as an industry innovator, being named “Most Innovative Startup” at RSA Conference 2020, Leader in the Forrester Wave Privacy Management Software, and winner of the 2020 IAPP Innovation Award. The company is being built by proven serial entrepreneurs and executives who have successfully built and scaled high growth global companies before. If you aspire to work on cutting-edge technologies and frameworks, side by side with some of the smartest technologists, this may be a unique place for you. As our Technical Support Engineer, you will have a responsibility for supporting our customers with issues encountered in production use of Securiti product offering(s).

Requirements

Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field.
Hands-on experience with key technologies, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.
Demonstrated depth in all aspects of technical support lifecycle, such as ticket logging, triage, escalation, customer response, RCA, and KBs.
Proficiency in one or more Technical Support systems, such as Zendesk.
Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners.
No travel is expected. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident timezone of the engineer.

Nice To Haves

Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus.
Prior technical support experience with a Data Privacy and Security company as well as Cloud Security is highly desirable.

Responsibilities

Drive the overall post-sales technical support of customers: Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds.
Provide responsive and timely service to customers on new tickets by priority, complying and exceeding SLA goals on response and resolutions.
Ensure proper logging of all issues, steps and root cause analysis.
Document RCA as repeatable resolutions as KB articles in the knowledge base.
Conduct ticket escalations to engineering while managing the entire resolution lifecycle.
Understand and implement key operational metrics, such as MTTR, NPS, CSAT, in day-to-day technical support functions.
Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. Prior technical support experience with a Data Privacy and Security company as well as Cloud Security is highly desirable.
Interface with engineering and product management for ticket escalations as well as a feedback loop in the form of issues, bugs, usability insights and enhancement requests.