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Senior Support Engineer
4 weeks ago
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.
