Cloud Support Engineer

Computers/Software United States


Description

Do you thrive in a fast-paced and dynamic startup environment? Do you want to collaborate with a talented set of colleagues who are passionate about delivering value to enterprise customers?  Join a supportive and collaborative team dedicated to helping Fortune 500 clients discover, organize, catalog, protect, and govern their cloud and on-premise data assets using Privacera platform. 

We’re looking for: A Cloud 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.

Your responsibilities will include: 

  • Resolving customer problems with a sense of customer care and urgency.
  • Liaising with an offshore-based cross-functional team to resolve customer issues.
  • Maintaining customer loyalty through integrity and accountability.
  • Researching customer issues in a timely manner and follows up directly with the customer with recommendations and action plans.
  • Being able to triage technically and offer technical solutions and/or workarounds.
  • Escalating cases facilitate speedy resolution when customer satisfaction comes into question.
  • Working 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.
  • Maintaining ownership and management of the overall resolution for any escalated case, even when cross-functional groups are involved.
  • Leveraging internal technical expertise, including developing engineers in the US and India, to provide the most effective solutions to customer issues.
  • Creating knowledge base content to capture new learning for re-use throughout the company and user base.
  • Participating in technical communications within the team to share best practices and learning about new technologies and other ecosystem applications.
  • Participating in the daily and weekly meetings with the support team and technical leadership. 
  • Actively participate in the Privacera community to assist with generic support issues.
  • Team members are required to work some weekends to support our customers. (Holiday and weekend pay applied) 

Your experience should include: 

  • Bachelor 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 Ranger, 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 are a must.

What we offer: 

Joining the Privacera team means you are embarking on a journey with a passionate group of people building important technologies for the enterprise industry. Let your ideas, experience, and expertise help shape the future of data governance and security.

  • Competitive medical, dental, vision coverage
  • 401k, FSA, HSA plans
  • Unlimited paid time off
  • Flexible remote working policy
  • Office snacks
  • Team off-sites
  • Stock options at an early stage growing startup

Company Overview: 

At Privacera, we are solving deep security and governance challenges across hybrid cloud environments. Enterprises are moving data to the cloud at a rapid pace and enabling multiple cloud services to enable the use of their data. Enabling the right users to have access to the right data is a significant challenge in this cloud-based architecture. Privacera’s solution enables a single pane of glass for enterprise visibility of data and enables centralized controls over data in the cloud. Privacera is growing rapidly via the intersection of the two hottest trends in the enterprise industry;  enterprise data moving into the public cloud, and the need for security, governance, privacy which are becoming table stakes in every industry


Company Culture:

Our corporate culture is built on the core values of openness, product excellence, and customer-centricity. We encourage team members to practice open communication, move fast and break old molds in our journey to build the best products in the world. We are a transparent, customer focused team that collaboratively gets things done.


Our Commitment to Diversity and Inclusion:

At Privacera, we are committed to building  a diverse and inclusive culture where our teams can thrive. It is our priority to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Candidates looking for employment at Privacera  are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.