Technical Support Engineer

Job Summary

Securiti is a trailblazer in data security, offering the Data Command Center—a centralized platform that enables secure data usage and GenAI deployment across hybrid multicloud environments. Trusted by leading global enterprises, Securiti provides unified data intelligence, controls, and orchestration to ensure data security, privacy, governance, and compliance. Recognized by Gartner, Forrester, RSA, Forbes, and CB Insights for innovation and leadership, Securiti is led by seasoned entrepreneurs with a strong track record in scaling high-growth companies. We are seeking a skilled Technical Support Engineer to join our global customer success team. This role focuses on delivering exceptional post-sales technical support, troubleshooting complex issues, and maintaining high customer satisfaction.

Key Responsibilities

Manage post-sales technical support by diagnosing, troubleshooting, and resolving customer issues promptly and effectively. You will propose simple, practical solutions and workarounds to ensure smooth product operation.

Provide responsive and timely customer service by prioritizing new support tickets based on urgency. You will be expected to meet or exceed Service Level Agreements (SLAs) for response and resolution times.

Accurately document all customer issues, troubleshooting steps, and root cause analyses. Develop and maintain repeatable solutions as knowledge base articles to facilitate continuous improvement.

Handle escalations to engineering teams, managing the entire resolution lifecycle while ensuring clear and transparent communication with customers.

Leverage strong technical expertise in Data Privacy and Security—including Data Loss Prevention (DLP), Encryption, Access Controls, and Classification—along with proficiency in SQL/NoSQL databases, Linux and Bash scripting, networking fundamentals (OSI model), filesystems, cloud platforms, container technologies (Docker/Kubernetes), and virtualization.

Monitor and implement key operational metrics such as Mean Time to Resolution (MTTR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) to drive support excellence.

Collaborate closely with global cross-functional teams including sales, product management, professional services, and engineering to facilitate escalations, gather feedback, and contribute to product enhancements.

Required Qualifications

Bachelor’s Degree in a technical discipline.

Minimum of 2 years’ experience in a technical support engineer role or a related technical field.

Hands-on experience with data protection and security technologies, SQL/NoSQL databases, Linux and Bash scripting, networking concepts including the OSI model, filesystems, cloud platforms, containerization (Docker/Kubernetes), and virtualization.

Demonstrated expertise across the full technical support lifecycle: ticket logging, triage, escalation, customer communication, root cause analysis, and knowledge base development.

Proficiency with technical support CRM tools such as Zendesk.

Excellent communication and leadership skills, with a proven ability to collaborate effectively with customers, vendors, and internal teams.

Strong understanding of data security, privacy, compliance, and relevant regulatory frameworks is highly advantageous.

Willingness to participate in 24x7 technical support coverage shifts, which may occasionally fall outside the engineer’s local time zone. No travel is required.

Preferred Qualifications and Benefits

Experience working in cloud security or data privacy companies is highly desirable.

Join Securiti and be part of a pioneering company at the forefront of data security and privacy innovation. This role offers the opportunity to contribute to a platform that empowers enterprises worldwide to manage their data securely and compliantly in an increasingly complex digital environment.