Tech Support Engineer

We are hiring a technical support engineer to be the technical point of contact for Privado's enterprise customers. You will own escalations end-to-end: reproduce the problem, dig through logs and data, write the script or fix it, and explain the outcome to the customer. You will work across our SaaS and on-prem deployments, run weekly syncs with key accounts, and partner closely with Engineering, Product, and Customer Success. Customers include large enterprises in fintech, retail, tech, and travel, several running Privado inside their own infrastructure.

The core responsibilities for the job include the following:

End-to-end ticket ownership:

• Own every customer ticket from first report to closure:
• Interpret the issue as raised and ask the customer for any missing information.
• Do the initial root-cause analysis and decide whether it needs a configuration change or an engineering fix.
• Apply configuration fixes directly; for product bugs, raise a clear engineering ticket.
• Follow up with engineering to set priority based on customer impact, such as whether the customer is blocked.
• Once the fix is released, re-run any tasks or commands needed, confirm the issue is resolved, and notify the customer.
• Close the loop and keep the ticket updated at every step.

Scripting, data, and API work:

• Write Python and SQL scripts for custom exports (issues, cookies, third-party domains, scanned repo lists) and bulk operations (rescans, marking issues, updating data element sensitivity).

Customer engagement:

• Run recurring weekly syncs and office hours with about 10 to 12 enterprise accounts; track open items to closure.
• Give product walkthroughs to new customer team members and answer questions on interpreting results.
• Join quarterly reviews, retros, and new-feature overviews alongside the CSM.

Troubleshooting and root-cause analysis:

• Investigate failed, stuck, or queued code scans across GitHub and GitLab repositories, and find why results differ between scans.
• Get the initial investigation done for customer-reported issues; reproduce them and hand clear findings to Engineering.
• Get the sanity of the new customer-specific builds before releasing them to the customer environment.

On-prem and deployment support:

• Support customers running Privado in their own cloud or data center: Docker, networking, message queues (RabbitMQ), storage mounts, and image distribution.
• Plan and apply server security updates, license renewals, and production setup testing with customer engineers.

Pre-sales and account operations:

• Support POCs: demos, environment setup, wrap-up calls, and technical follow-ups.
• Handle account admin: user changes, workspace data deletion, and account migrations.

Knowledge sharing:

• Document fixes and recurring issues, train internal teammates, and feed product gaps back to Product and Engineering.

Requirements:

• 3 to 7 years in technical support, support engineering, solutions engineering, or a similar customer-facing engineering role at a B2B SaaS company.
• Strong Python scripting and working SQL; comfortable reading and calling REST APIs and handling JSON and CSV data.
• Solid Linux skills (command line, services, processes, permissions); able to debug a deployment from logs alone.
• Hands-on experience with Git and Git hosting platforms (GitHub, GitLab), including apps, tokens, and org-level permissions.
• Experience supporting self-hosted or on-prem software in customer environments on AWS, Azure, or GCP.
• Familiarity with SSO (SAML / OIDC) setup and troubleshooting.
• Clear written and spoken English; confident running a weekly call with enterprise engineers and explaining technical findings to non-technical stakeholders.

Nice to have:

• Docker and networking fundamentals (DNS, proxies, VPCs, firewalls).
• Background in privacy, security, or compliance tooling (static code analysis, data discovery, cookie/website scanning).
• Working knowledge of privacy regulations (GDPR, CCPA) or a certification such as IAPP CIPM / CIPT.
• Experience with message queues (RabbitMQ) and Kubernetes or Helm-based deployments.
• Exposure to developer platforms such as Backstage or CMDB tools (ServiceNow).
• Experience answering.