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, scriptingMentorship & 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 withEngineeringfor bug triage and fixes. Collaborate withProduct Managementto provide roadmap and feature feedback. Coordinate withSolutions EngineeringandCX Opsfor 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.

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