Technical Support Engineer

Overview

Lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments, independently diagnosing and resolving intricate issues and delivering scalable solutions. Provide technical leadership across data privacy, security, cloud and infrastructure technologies while supporting customer outcomes and product improvement.

What you'll do

• Lead the end-to-end post-sales technical support function for complex, multi-stakeholder customer environments.
• Independently diagnose and resolve intricate issues while prioritizing impact and delivering scalable, effective solutions.
• Drive SLA performance by identifying systemic gaps, influencing team practices and workflows, and exceeding response and resolution targets.
• Champion documentation standards by capturing issues, troubleshooting steps and root cause analyses, and mentor junior engineers in structured problem-solving and logging practices.
• Lead knowledge management initiatives by authoring and curating KB articles from RCAs.
• Determine appropriate escalation paths to engineering and maintain customer confidence throughout the resolution lifecycle.
• Define, track and improve metrics such as MTTR, NPS and CSAT.
• Lead with technical expertise across Data Privacy and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes and Virtualization.
• Build partnerships with Engineering and Product Management and translate support insights, including bugs, usability gaps and enhancement requests, into feedback for product improvement.

What you'll need

• Minimum of a Bachelor's Degree in a technical field.
• 7+ years of work experience as a technical support engineer in a related technical field.
• Hands-on experience with Data Privacy and Security, including DLP, Encryption, Access and Classification.
• Hands-on experience with SQL/NoSQL databases.
• Hands-on experience with Linux and Bash scripting.
• Hands-on experience with Networking and the OSI model.
• Hands-on experience with Filesystems.
• Hands-on experience with Cloud Platforms.
• Hands-on experience with Docker/Kubernetes containers.
• Hands-on experience with Virtualization.
• Demonstrated depth in the technical support lifecycle, including ticket logging, triage, escalation, customer response, RCA and KBs.
• Proficiency in one or more Technical Support systems, such as Zendesk.
• Strong presence with excellent communication and leadership skills.
• A proven track record of collaborative success with customers, vendors, staff and internal business partners.

Nice to have

• Understanding of Data Security and Privacy, including corresponding regulations.

Details

• Location: Bangalore, India.
• No travel is expected.
• Participation in a 24x7 technical support coverage shift is required and could occasionally be at odds with the resident timezone of the engineer.