Senior Technical Support Engineer

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About Privacera

Founded in 2016 by the creators of Apache Ranger and Apache Atlas, Privaceras mission is to empower enterprises building data platforms in the cloud to balance data governance and security with data access, discovery, and analytics. Often described as Apache Ranger in the Cloud, Privacera provides centralized access control that extends Rangers capabilities beyond traditional Big Data environments to cloud-native services and leading analytics platforms such as AWS, Azure, GCP, and Databricks. Privacera enables IT and data platform teams to make as much data as possible available to the business for analytics while ensuring it is used ethically and in compliance with privacy regulations. Privacera offices are located in Fremont, California, and Mumbai. To learn more, visit www.privacera.com

We are looking for

Privacera is looking for a Technical Support Engineer to join us on our exciting adventure of making the world of data safe and compliant. You will provide support to our customers for diagnosing, reproducing, and fixing Privacera product issues. To be successful in this role, you must be a team player, a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving skills. Enthusiastic about Big Data and the cloud ecosystem. This highly technical position requires an aptitude for creativity and strong communication skills.

Responsibilities:

• Resolve customer problems with a sense of customer care and urgency
• Liaison with an offshore-based cross-functional team to resolve customer issues
• Maintain customer loyalty through integrity and accountability
• Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans
• Be able to triage technically and offer technical solutions and/or workarounds.
• Escalate cases facilitate speedy resolution when customer satisfaction comes into question
• Work closely with the cross-functional team when the problem is beyond the scope of technical support or falls out of the support teams expertise
• Maintain ownership and management of the overall resolution for any escalated case, even when cross-functional groups are involved
• Leverage internal technical expertise, including development engineers in the US and India, to provide the most effective solutions to customer issues
• Create knowledge base content to capture new learning for re-use throughout the company and user base
• Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
• Participate in the daily and weekly meetings with the support team and technical leadership
• Actively participate in Privacera community to assist with generic support issues
• Team members are required to work some weekends to support our customers.

Desired Qualifications and Skills:

• Bachelor's degree in Computer Science or Engineering with 7 plus years of enterprise software support experience
• Big data 2+ yrs.
• Docker or kubernet or Hadoop.
• Any cloud ( GCP or AWS or Azure) 2+ yrs.
• Unix/Linus OR MAC OS. 3+ yrs.
• troubleshooting experience 3+ yrs.
• Immediate to 30 days joiner.
• Deal with costumer or client handling exp. with 1+ yrs.
• Excellent Comm. skills.
• Product Application support exp. :
• A solid and enthusiastic commitment to resolving customer problems in high quality and timely manner
• Experience with SaaS
• Must have a strong Linux background
• Support/troubleshooting experience in two or more of the following areas:
• Networking, Big data technologies such as Ranger, Spark, Kafka, Solr, Hive
• Cloud-based big data solutions such as Databricks and Snowflake
• AWS, GCP, Azure cloud infrastructure
• Kubernetes, Docker, Hadoop
• Experience working with LDAP, Identity and authorisation providers
• Good Java application knowledge and troubleshooting skills (Threaddump, GC, JVM)
• Distributed systems and load balancer experience
• Good written and verbal communication skills with a strong aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment
• Excellent interpersonal skills with the ability to maintain and be in control of customers under all circumstances.
• Grace under pressure must be able to deal with difficult customer situations with professionalism
• High energy, high integrity, and modest demean or with customers are a must

Company Overview:

At Privacera, we are solving deep security and governance challenges across hybrid cloud environments. Enterprises are moving data to the cloud at a rapid pace and enabling multiple cloud services to enable the use of their data. Enabling the right users to have access to the right data is a significant challenge in this cloud-based architecture. Privaceras solution enables a single pane of glass for enterprise visibility of data and enables centraliased controls over data in the cloud. Privacera is growing rapidly via the intersection of the two hottest trends in the enterprise industry; enterprise data moving into the public cloud, and the need for security, governance, privacy which are becoming table stakes in every industry.

Company Culture:

Joining the Privacera team means you are joining the team recognised by Forbes as one of Americas Best StartupEmployers! You will be embarking on a journey with a passionate group of people building important technologies for the enterprise industry. Let your ideas, experience, and expertise help shape the future of data governance and security. Our corporate culture is built on the core values of openness, product excellence, and customer-centricity. We encourage team members to practice open communication, move fast and break old molds in our journey to build the best products in the world. We are a transparent, customer focused team that collaboratively gets things done.

Our Commitment to Diversity and Inclusion:

At Privacera, we are committed to building a diverse and inclusive culture where our teams can thrive. It is our priority to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Candidates looking for employment at Privacera are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Regards

Rajni Lal

Rajni.lal@privacera.com

HR Executive