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Technical Support Engineering

Privacera

Privacera

IT, Customer Service
Fremont, CA, USA · Fremont, CA, USA · California, USA · United States
Posted on Monday, June 24, 2024
About Privacera

Founded in 2016 by the creators of Apache Ranger™ and Apache Atlas™, Privacera’s mission is to empower enterprises building data platforms in the cloud to balance data governance and security with data access, discovery, and analytics. Often described as “Apache Ranger in the Cloud”, Privacera provides centralized access control that extends Ranger’s capabilities beyond traditional Big Data environments to cloud-native services and leading analytics platforms such as AWS, Azure, GCP, and Databricks. Privacera enables IT and data platform teams to make as much data as possible available to the business for analytics while ensuring it is used ethically and in compliance with privacy regulations. Privacera offices are located in Fremont, California, and Mumbai. To learn more, visit www.privacera.com

Brief Description

Privacera is looking for a Technical Support Engineer to join us on our exciting adventure of making the world of data safe and compliant. You will provide support to our customers for diagnosing, reproducing, and fixing Privacera product issues. To be successful in this role, you must be a team-player, a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving skills. Enthusiastic about Big Data and the cloud ecosystem. This is a highly technical position that requires an aptitude for creativity and strong communication skills.

Responsibilities

  • Resolve customer problems with a sense of customer care and urgency
  • Liaison with an offshore-based cross-functional team to resolve customer issues
  • Maintain customer loyalty through integrity and accountability
  • Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans
  • Be able to triage technically and offer technical solutions and/or workarounds.
  • Escalate cases facilitate speedy resolution when customer satisfaction comes into question
  • Work closely with the cross-functional team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
  • Maintain ownership and management of the overall resolution for any escalated case, even when cross-functional groups are involved
  • Leverage internal technical expertise, including development engineers in the US and India, to provide the most effective solutions to customer issues
  • Create knowledge base content to capture new learning for re-use throughout the company and user base
  • Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
  • Participate in the daily and weekly meetings with the support team and technical leadership
  • Actively participate in Privacera community to assist with generic support issues
  • Team members are required to work some weekends to support our customers.

Desired Qualifications And Skills

  • Bachelor's degree in Computer Science or Engineering with 6 plus years of enterprise software support experience
  • A strong and enthusiastic commitment to resolving customer problems in high quality and timely manner
  • Experience with SaaS
  • Must have a strong Linux background
  • Support/troubleshooting experience in two or more of the following areas:
  • Networking, Big data technologies such as Spark, Kafka, Solr, Hive
  • Cloud-based big data solutions such as Databricks and Snowflake
  • AWS, GCP, Azure cloud infrastructure
  • Kubernetes, Docker, Hadoop
  • Experience working with LDAP, Identity and authorization providers
  • Ability to compile and install Java applications from source
  • Distributed systems experience
  • Good written and verbal communication skills with a strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Excellent interpersonal skills with the ability to maintain and be in control of customers under all circumstances.
  • Grace under pressure – must be able to deal with difficult customer situations with professionalism
  • High energy, high integrity, modest demeanor with customers a must