Senior Support Engineer

3 days 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, GCPData Platforms: Snowflake, Databricks, Lake Formation, Starburst Privacera Platform: Configuration and deployment Security & Governance: IAM, Ranger, encryption, authentication, authorization Dev Ops & 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-Have5+ 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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