
Highly Skilled Technical Support Specialist Wanted
2 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our team. This role involves delivering exceptional technical support for our data security and governance platform.
Job Summary
This position requires 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.
Required Skills and Qualifications
- Cloud Platforms: AWS, Azure, GCP
- Data 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
Career Growth and Development
- 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.
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