Remote Senior Support Engineer

Summary

Join Relyance AI as a Senior Support Engineer and manage complex customer support cases, troubleshoot escalated issues, and collaborate with internal teams to provide solutions, ensuring customer satisfaction.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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