Senior Support Engineer

4 weeks ago

India Privacera Full time

Role Summary

Privacera is seeking a Senior Support Engineer to deliver exceptional technical support for our data security and governance platform. This role involves resolving complex product issues, mentoring junior engineers, and collaborating cross-functionally to ensure customer adoption, satisfaction, and retention.

Key Responsibilities

Customer Support & Case Management

  • Act as the primary technical contact for high-value and Designated Support accounts.
  • Own critical cases end-to-end, ensuring SLA compliance and timely updates.
  • Perform deep troubleshooting across multi-component and multi-environment setups.
  • Maintain high-quality, structured RCAs for escalations.

Technical Expertise

  • Serve as a subject matter expert in:
  • Cloud Platforms: AWS, Azure, GCP
  • Data Platforms: Snowflake, Databricks, Lake Formation, Starburst
  • Privacera Platform: Configuration and deployment
  • Security & Governance: IAM, Ranger, encryption, authentication, authorization
  • DevOps & Automation: CI/CD, Kubernetes, Terraform, scripting

Mentorship & Enablement

  • Mentor and guide Support Engineers.
  • Lead knowledge-sharing sessions, improve KB articles, runbooks, and troubleshooting guides.
  • Conduct peer case reviews for quality and completeness.

Cross-Functional Collaboration

  • Partner with Engineering for bug triage and fixes.
  • Collaborate with Product Management to provide roadmap and feature feedback.
  • Coordinate with Solutions Engineering and CX Ops for seamless handoffs.

Qualifications

Must-Have

  • 5+ years in technical support or customer-facing engineering.
  • Expertise in cloud services, big data platforms, and data governance.
  • Strong debugging/problem-solving skills in distributed environments.
  • Ability to manage high-severity incidents calmly and effectively.

Preferred

  • Experience with Apache Ranger or similar governance tools.
  • Contributions to documentation or community knowledge.
  • Mentoring or leadership experience.

Growth Path

Next Role: Principal Support Engineer — Strategic account ownership, architectural guidance, and cross-team technical leadership.

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