Senior Technical Support Engineer, Sec-AI
Core
Leads end-to-end post-sales technical support for complex, multi-stakeholder customer environments in Data Privacy, Security, and Cloud, independently diagnosing and resolving intricate issues while driving operational excellence and knowledge management.
Role type
Senior Technical Support Engineer (Post-Sales)
Builds
Scalable, effective solutions for Data Privacy, Security, and Cloud environments; high-quality knowledge base articles and reusable resolutions.
Domain
Data Security, Privacy, Cloud Infrastructure, Databases
Deliverable
client delivery
Required skills
Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, Virtualization, Technical Support systems (Zendesk), Root Cause Analysis (RCA), Knowledge Base management, SLA performance management, Cross-functional collaboration, Mentoring
Preferred skills
Understanding of Data Security and Privacy regulations
Technologies
Zendesk, DLP, Encryption, SQL, NoSQL, Linux, Bash, Docker, Kubernetes
Responsibilities
Lead end-to-end post-sales technical support for complex customer environments; Drive SLA performance excellence by proactively identifying systemic gaps; Champion rigorous documentation standards and lead knowledge management initiatives; Exercise independent judgment to determine appropriate escalation paths; Drive operational excellence by defining and improving key metrics (MTTR, NPS, CSAT); Proactively build strategic partnerships with Engineering and Product Management to influence the product roadmap.
Seniority
Senior, hands-on IC with leadership responsibilities
