​This is a full-time, remote Technical Support Engineer role (West Coast location preferred) at Securiti AI, a company pioneering AI-powered data and privacy governance. This senior post-sales position requires deep technical expertise to diagnose, troubleshoot, and resolve complex issues in production environments. The engineer must have hands-on experience across a wide range of security, cloud, container, and database technologies, while adhering to strict SLAs and operational metrics.

• ​Location: Remote (West Coast US preferred).
• ​Compensation: $160,000 – $180,000 OTE, plus eligibility for stock options and standard benefits (healthcare, PTO).
• ​Experience: Minimum 7+ years of work experience as a technical support engineer in a related technical field.
• ​Shift/Coverage: Requires participation in a 24×7 technical support coverage shift that may conflict with the resident timezone.
• ​Focus: Post-sales technical support for Data Privacy and Security products, leveraging expertise in DLP, Encryption, SQL/NoSQL, Linux, Kubernetes, and Cloud Platforms.

Key Responsibilities: Advanced Resolution and Governance

​The engineer drives the technical support lifecycle, balancing technical depth with strong customer advocacy.

• ​Technical Resolution: Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions and workarounds. Drive the overall post-sales technical support for customers.
• ​SLA Compliance: Provide responsive and timely service, complying with and exceeding SLA goals on response and resolutions.
• ​Escalation and RCA: Conduct ticket escalations to engineering, managing the entire resolution lifecycle. Ensure proper logging of all issues, steps, and Root Cause Analysis (RCA).
• ​Knowledge Management: Document RCAs as repeatable resolutions in the knowledge base (KB articles).
• ​Metrics: Understand and implement key operational metrics, such as MTTR, NPS, and CSAT, in day-to-day functions.
• ​Feedback Loop: Interface with engineering and product management for ticket escalations and provide a feedback loop regarding bugs, usability insights, and enhancement requests.

​Experience and Technical Skills (7+ Years Required)

​The role requires mandatory, hands-on experience across critical infrastructure and security domains.

• ​Core Technical Domains (Hands-on Experience Required):
  • ​Data Privacy and Security: (DLP, Encryption, Access, Classification, etc.)
  • ​Databases: SQL/NoSQL databases.
  • ​Operating Systems: Linux and Bash scripting.
  • ​Cloud & Containers: Cloud Platforms, Docker/Kubernetes containers, and Virtualization.
  • ​Networking: Networking and OSI model, Filesystems.
• ​Support Lifecycle: Demonstrated depth in all aspects of the technical support lifecycle (logging, triage, escalation, RCA, KBs).
• ​Tools: Proficiency in one or more Technical Support systems (e.g., Zendesk).
• ​Domain Knowledge (Plus): Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus. Prior support experience with a Data Privacy and Security company or Cloud Security is highly desirable.