Securiti is the pioneer of the Data Command Center, a centralized platform that enables the safe use of data and GenAI. It provides unified data intelligence, controls and orchestration across hybrid multicloud environments. Large global enterprises rely on Securiti's Data Command Center for data security, privacy, governance, and compliance.
Securiti has been recognized as Gartner "Cool Vendor in Data Security", Forrester "Privacy Management Wave Leader", and RSA "Most Innovative Startup". The company is being built by proven serial entrepreneurs and executives who have successfully built and scaled high-growth global companies before.
We are seeking a skilled Technical Support Engineer to join our global customer success organization. In this role, you will provide post-sales technical support to Securiti customers, ensuring their smooth and efficient use of our product offerings. You will troubleshoot and resolve technical issues, provide timely service, and maintain a high level of customer satisfaction.
Key Responsibilities
- Technical Support: Drive the overall post-sales technical support of customers, diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds.
- Customer Service: Provide responsive and timely service to customers on new tickets by priority, complying with and exceeding SLA goals on response and resolutions.
- Documentation: Ensure proper logging of all issues, steps, and root cause analysis. Document RCA as repeatable resolutions as KB articles in the knowledge base.
- Escalations: Conduct ticket escalations to engineering while managing the entire resolution lifecycle.
- Technical Expertise: Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. Prior technical support experience with a Data Privacy and Security company as well as Cloud Security is highly desirable.
- Metrics Management: Understand and implement key operational metrics such as MTTR, NPS, and CSAT in day-to-day technical support functions.
- Global Cross-Functional Collaboration: Interface with our global teams across sales, product management, professional services, and engineering for ticket escalations, feedback, and enhancement requests.
Requirements
- Education: Minimum of a Bachelor’s Degree in a technical field.
- Experience: 2+ years of work experience as a technical support engineer or in a related technical field.
- Technical Skills: Hands-on experience with Data Protection and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.
- Support Lifecycle: Demonstrated depth in all aspects of the technical support lifecycle such as ticket logging, triage, escalation, customer response, RCA, and KBs.
- Tools: Proficiency in one or more Technical Support CRM solutions such as Zendesk.
- Soft Skills: Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners.
- Regulatory & Compliance Knowledge: Solid understanding of data security, privacy, compliance, and associated regulations is a strong plus.
- Availability: No travel expected. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident time zone of the engineer.
About Us
“Securiti is the pioneer of the Data Command Center, a centralized platform that enables the safe use of data and GenAI. It provides unified data intelligence, controls and orchestration across hybrid multicloud environments. Large global enterprises rely on Securiti's Data Command Center for data security, privacy, governance, and compliance. Securiti has been recognized with numerous industry and analyst awards, including "Most Innovative Startup" by RSA, "Top 25 Machine Learning Startups" by Forbes, "Most Innovative AI Companies" by CB Insights, "Cool Vendor in Data Security" by Gartner, and "Privacy Management Wave Leader" by Forrester. For more information, please visit Securiti.ai and follow us on LinkedIn and Twitter.”