Senior Support Engineer

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

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