Senior Support Engineer

As Relyance AI’s Senior Support Engineer, you will manage complex customer support cases, troubleshoot escalated issues, and collaborate with internal teams to provide solutions, ensuring customer satisfaction. This role requires an outgoing, confident individual with excellent communication and advanced troubleshooting skills, capable of handling high-pressure situations. You'll act as a subject matter expert within the support team, creating knowledge materials and upskilling colleagues while maintaining a deep knowledge of the Relyance platform and related technologies. With a minimum of 5+ years of experience in Cybersecurity and Privacy (GRC), the ideal candidate will have a strong understanding of GDPR, DSPM/AI governance, and DLP.

As a Senior Support Engineer, your role will include:

• Taking the most complex support cases from the support queue and working with the customer to troubleshoot and resolve the issue.
• Actively and autonomously managing a varied workload of customer support cases, keeping customers regularly updated on progress.
• Stepping into and taking over management escalated cases where the customer is unhappy, or the solution needs to be clarified.
• Collaborating across Relyance, including with product teams, to troubleshoot issues, identify root causes, and provide solutions.
• Acting as an internal SME within the support organization, creating knowledge base material and upskilling colleagues.
• Continuing to develop and maintain deep knowledge of specific areas of the Reylance platform (and supporting technologies) by attending cross-functional engineering/PM meetings, release readiness & completing regular release training, etc.
• Building privacy industry expertise, including maintaining CIPP/E / CIPM certifications.
• Working independently to manage your time and commitments while meeting agreed performance levels

This role could be a fit for you if you bring:

• Bachelor’s degree or master’s in computer science, engineering, business or other related field
• Eagerness to learn and rapidly acquire new skills, excelling at independent work while actively contributing to team success.
• Ability to work the night shift in Bangalore, India.
• 5+ years of demonstrated experience working with the Privacy platform or deep relevant technical skills, e.g., web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations.
• Strong analytical problem-solving abilities, continuous improvement mindset, and proven ability to drive process enhancements.
• Exceptional developed written and verbal communication skills, with the ability to effectively communicate complex information in accessible language via phone, video and e-mail.
• Ability to work with and troubleshoot complex, web-based software suites.
• Knowledge of development processes, different operating systems, browsers, and programming languages.
• Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, and new releases.

Bonus points for:

• Privacy industry experience or CIPP/E / CIPM certified.
• Familiarity with privacy, ethics, security, compliance, sustainability concepts, or industry trends.
• Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.
• Knowledge of relational databases such as MySQL.
• Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).
• Experience with HTML, CSS, and Javascript.

Working at Relyance AI:

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both.

Relyance AI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location.