Technical Success Engineer

DataGrail is seeking a remote, full-time Technical Success Engineer to join its team. The organization operates an agentic data privacy platform designed to help enterprises automate…

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Role Snapshot

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Remote from

Remote

Salary

USD 80,000 - 100,000/yr

Department

General

Employment

Full-time

Experience

Not specified

Published2h ago

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About This Role

DataGrail is seeking a remote, full-time Technical Success Engineer to join its team. The organization operates an agentic data privacy platform designed to help enterprises automate privacy compliance and handle risk through AI-driven solutions. In this position, you will act as the primary point of contact for the inbound support queue. You will troubleshoot technical issues, investigate bugs, and shepherd each problem through to completion. The role involves close collaboration…

Job Description

DataGrail is seeking a remote, full-time Technical Success Engineer to join its team. The organization operates an agentic data privacy platform designed to help enterprises automate privacy compliance and handle risk through AI-driven solutions.

In this position, you will act as the primary point of contact for the inbound support queue. You will troubleshoot technical issues, investigate bugs, and shepherd each problem through to completion. The role involves close collaboration with the customer success division to assist with technical deployments, while also partnering with product and engineering teams to relay user roadblocks. Additionally, you will utilize AI tools such as Claude and Claude Code on a daily basis to optimize workflows and maintain public documentation.

This opportunity is well-suited for a technically proficient communicator who thrives in ambiguous situations, enjoys multi-tasking, and possesses a strong interest in AI-first operational environments. The compensation for this role ranges from USD 80,000 to 100,000 per year.

Responsibilities

Manage tier 1 technical support requests by directly answering questions and determining when to escalate complex issues.
Examine and reproduce reported bugs, providing engineering with proper context and steps for replication.
Facilitate communication between the customer and engineering departments until a workaround or fix is delivered.
Collaborate alongside customer success to guarantee proper technical onboarding for clients.
Maintain and refresh public documentation pages.
Analyze support tickets for recurring themes to enhance self-service resources and decrease resolution times.
Contribute to shared AI tools, prompts, and processes to boost team productivity.
Communicate customer product blockers to the product and engineering teams to influence upcoming features.

Requirements

A robust technical background gained through engineering, support, or implementation functions.
Familiarity with at least one programming language, preferably Ruby on Rails, with the capability to write diagnostic scripts.
Proficiency in reproducing technical problems, gathering context from non-technical users, and analyzing logs.
Strong written communication skills for interacting directly with clients via email or Zoom.
Ability to juggle multiple high-priority tasks and operate effectively amidst ambiguity.
An AI-first mindset, including daily use of tools like Claude and Claude Code.

Qualifications

Background utilizing REST APIs along with authentication protocols such as SAML and SSO.
Experience working with logging and observability platforms like Sentry or Datadog.
Acquaintance with cloud infrastructure fundamentals or AWS.
Familiarity with SQL and data analytics.