High-Level Technical Specialist

6 days ago

Rajahmundry, Andhra Pradesh, India beBeeSupport Full time ₹ 10,80,000 - ₹ 16,20,000
Senior Support Engineer Job Description

The role of Senior Support Engineer is a key position within our organization, responsible for delivering 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.

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

Technical Expertise:

  • Serve as a subject matter expert in cloud services, big data platforms, and data governance.
  • Familiarity with Cloud Platforms: AWS, Azure, GCP, Data Platforms: Snowflake, Databricks, Lake Formation, Starburst, Privacera Platform: Configuration and deployment, Security & Governance: Identity Access Management, Ranger, encryption, authentication, authorization, DevOps & Automation: Continuous Integration and Delivery, Kubernetes, Terraform, scripting.

Mentorship & Enablement:

  • Mentor and guide Support Engineers.
  • Lead knowledge-sharing sessions, improve Knowledge Base 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 Customer Experience Operations 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.

Growth Path:

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

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