{"id":703,"date":"2025-12-02T12:53:00","date_gmt":"2025-12-02T12:53:00","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=703"},"modified":"2025-12-02T12:53:04","modified_gmt":"2025-12-02T12:53:04","slug":"technical-support-engineer-ai-data-privacy-security-governance-l2-l3","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-ai-data-privacy-security-governance-l2-l3\/","title":{"rendered":"Technical Support Engineer \u2013 AI Data Privacy &#038; Security Governance (L2\/L3)"},"content":{"rendered":"\n<p>\u200bThis is a full-time, remote <strong>Technical Support Engineer<\/strong> 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote (West Coast US preferred).<\/li>\n\n\n\n<li>\u200b<strong>Compensation:<\/strong> $160,000 &#8211; $180,000 OTE, plus eligibility for stock options and standard benefits (healthcare, PTO).<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> Minimum <strong>7+ years<\/strong> of work experience as a technical support engineer in a related technical field.<\/li>\n\n\n\n<li>\u200b<strong>Shift\/Coverage:<\/strong> Requires participation in a <strong>24&#215;7 technical support coverage shift<\/strong> that may conflict with the resident timezone.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Post-sales technical support for Data Privacy and Security products, leveraging expertise in DLP, Encryption, SQL\/NoSQL, Linux, Kubernetes, and Cloud Platforms.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Key Responsibilities: Advanced Resolution and Governance<\/h3>\n\n\n\n<p>\u200bThe engineer drives the technical support lifecycle, balancing technical depth with strong customer advocacy.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Technical Resolution:<\/strong> Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions and workarounds. Drive the overall post-sales technical support for customers.<\/li>\n\n\n\n<li>\u200b<strong>SLA Compliance:<\/strong> Provide responsive and timely service, complying with and <strong>exceeding SLA goals<\/strong> on response and resolutions.<\/li>\n\n\n\n<li>\u200b<strong>Escalation and RCA:<\/strong> Conduct ticket escalations to engineering, managing the entire resolution lifecycle. Ensure proper logging of all issues, steps, and <strong>Root Cause Analysis (RCA)<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Knowledge Management:<\/strong> Document RCAs as repeatable resolutions in the <strong>knowledge base (KB articles)<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Metrics:<\/strong> Understand and implement key operational metrics, such as <strong>MTTR, NPS, and CSAT<\/strong>, in day-to-day functions.<\/li>\n\n\n\n<li>\u200b<strong>Feedback Loop:<\/strong> Interface with engineering and product management for ticket escalations and provide a feedback loop regarding bugs, usability insights, and enhancement requests.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bExperience and Technical Skills (7+ Years Required)<\/h3>\n\n\n\n<p>\u200bThe role requires mandatory, hands-on experience across critical infrastructure and security domains.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Core Technical Domains (Hands-on Experience Required):<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Data Privacy and Security:<\/strong> (DLP, Encryption, Access, Classification, etc.)<\/li>\n\n\n\n<li>\u200b<strong>Databases:<\/strong> <strong>SQL\/NoSQL<\/strong> databases.<\/li>\n\n\n\n<li>\u200b<strong>Operating Systems:<\/strong> <strong>Linux and Bash scripting<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Cloud &amp; Containers:<\/strong> <strong>Cloud Platforms<\/strong>, <strong>Docker\/Kubernetes<\/strong> containers, and Virtualization.<\/li>\n\n\n\n<li>\u200b<strong>Networking:<\/strong> Networking and <strong>OSI model<\/strong>, Filesystems.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Support Lifecycle:<\/strong> Demonstrated depth in all aspects of the technical support lifecycle (logging, triage, escalation, RCA, KBs).<\/li>\n\n\n\n<li>\u200b<strong>Tools:<\/strong> Proficiency in one or more Technical Support systems (e.g., <strong>Zendesk<\/strong>).<\/li>\n\n\n\n<li>\u200b<strong>Domain Knowledge (Plus):<\/strong> 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.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[42,43,734],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[3338,1758,1309,3337,1927,2559,1197,3336,1232,183,2080,1268,3277,254],"class_list":["post-703","jobpost","type-jobpost","status-publish","hentry","jobpost_category-ai-artificial-intelligence","jobpost_category-it","jobpost_category-support-service","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-24x7-coverage","jobpost_tag-ai-governance","jobpost_tag-bash","jobpost_tag-cloud-platforms","jobpost_tag-data-privacy","jobpost_tag-dlp","jobpost_tag-docker","jobpost_tag-encryption","jobpost_tag-kubernetes","jobpost_tag-linux","jobpost_tag-remote-west-coast","jobpost_tag-security","jobpost_tag-sql-nosql","jobpost_tag-technical-support-engineer"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=703"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=703"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=703"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=703"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}