Support Engineer

Summary

Join Relyance AI as a 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 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
• Have the ability to work the night shift in Bangalore, India
• Have 3+ 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
• Have the ability to work with and troubleshoot complex, web-based software suites
• Possess 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
• Possess 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
• Possess 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

Fair and equitable compensation practices