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. This role demands excellent communication and advanced troubleshooting skills, requiring you to act as a subject matter expert, creating knowledge materials and upskilling colleagues. With 5+ years of Cybersecurity and Privacy (GRC) experience and a strong understanding of GDPR, DSPM/AI governance, and DLP, you will handle a varied workload, manage escalated cases, and collaborate across teams. You will also build privacy industry expertise and maintain certifications. This position requires a Bachelor’s or Master’s degree and strong analytical and communication skills.

Requirements

• Have a Bachelor’s degree or master’s in computer science, engineering, business or other related field
• Possess eagerness to learn and rapidly acquire new skills, excelling at independent work while actively contributing to team success
• Be able to work the night shift in Bangalore, India
• Have 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
• Possess strong analytical problem-solving abilities, continuous improvement mindset, and proven ability to drive process enhancements
• Have exceptional developed written and verbal communication skills, with the ability to effectively communicate complex information in accessible language via phone, video and e-mail
• Be able to work with and troubleshoot complex, web-based software suites
• Have knowledge of development processes, different operating systems, browsers, and programming languages
• Have a flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, and new releases

Responsibilities

• Take the most complex support cases from the support queue and work with the customer to troubleshoot and resolve the issue
• Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress
• Step into and take over management escalated cases where the customer is unhappy, or the solution needs to be clarified
• Collaborate across Relyance, including with product teams, to troubleshoot issues, identify root causes, and provide solutions
• Act as an internal SME within the support organization, creating knowledge base material and upskilling colleagues
• Continue 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
• Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications
• Work independently to manage your time and commitments while meeting agreed performance levels

Preferred Qualifications

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

Benefits

• We create an unreasonably hospitable and data-driven culture
• We prioritize exceeding customer, and each other’s, expectations in every interaction
• Trust and freedom allow team members to find creative solutions
• 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