Senior Technical Support Engineer

1. About Our Client:The organization operates in the AI and data security industry, focusing on enabling enterprises to adopt AI securely. It addresses the challenge of data security by providing solutions that help locate and secure data swiftly and accurately. Its technology serves as the foundational infrastructure for AI trust among large enterprises, including Fortune 1000 companies. 2. About the Opportunity:The Senior Technical Support Engineer role is responsible for resolving complex technical issues within specific product areas. This position plays a critical role in ensuring customer satisfaction by managing escalated cases, troubleshooting advanced problems, and providing clear communication. The role supports the organization’s mission by enhancing product reliability and customer trust through effective issue resolution and collaboration with internal teams. 3. Responsibilities:• Communicate effectively with customers to create a positive support experience.• Manage complex investigations and keep customers informed of progress.• Own and resolve escalated technical cases or escalate appropriately.• Diagnose and troubleshoot advanced product behaviors related to various security and data workflows.• Reproduce customer issues, analyze logs, validate configurations, and identify root causes.• Develop and validate customer-safe workarounds.• Collaborate with Tier 1 support to improve processes and communications.• Prepare detailed escalations to Tier 3 or Engineering teams.• Maintain accurate case documentation in support systems.• Partner with Product, Engineering, and other teams to resolve product issues.• Participate in case reviews and support readiness activities.• Identify and report supportability gaps and provide feedback.• Create and update internal documentation and knowledge base materials.• Mentor Tier 1 engineers on technical troubleshooting and support best practices.• Stay updated on product releases, known issues, and relevant technical domains.• Participate in on-call and after-hours support as needed. 4. Requirements:• Associate degree or equivalent experience required; bachelor''s degree in a related technical field preferred.• Minimum 3 years of experience in technical or escalation support roles.• Strong troubleshooting skills with the ability to resolve complex technical issues.• Experience supporting enterprise cloud, SaaS, cybersecurity, or data security platforms.• Proficient with ticketing and escalation tools such as Zendesk, Jira, Salesforce, and Confluence.• Knowledge of SQL, APIs, logging, scripting, authentication, and cloud troubleshooting.• Familiar with data discovery, classification, DLP workflows, AI security, and related areas.• Strong written and verbal communication skills.• Ability to prioritize work based on various factors including severity and customer impact.• Ability to work independently in ambiguous situations.• Willingness to participate in on-call and after-hours support. 5. Pay Range and Compensation Package:• Compensation Range: $90,000 to $110,000 total compensation, which may include incentives and equity as applicable. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.