Technical Success Engineer

About the role

DataGrail is seeking a Technical Success Engineer to serve as the first line of contact for technical support, investigating bugs and ensuring successful customer implementations. This role involves partnering with Product and Engineering teams to shape features while maintaining public documentation. You will operate in an AI-first environment, utilizing tools to improve workflows and resolve customer issues efficiently.

Responsibilities

• Serve as tier 1 technical support, resolving requests and flagging complex issues.
• Investigate and reproduce reported bugs, escalating to Engineering with clear context.
• Facilitate communication between Engineering and customers to close the loop on fixes.
• Partner with Customer Success to ensure successful technical implementation for customers.
• Maintain and update public documentation.
• Identify recurring patterns in support tickets to improve processes and reduce resolution times.
• Contribute to AI-first workflows and shared tools to improve team efficiency.

Required skills

• Technical support
• Ruby on Rails
• Debugging
• Log analysis
• Technical communication

Nice to have

• REST APIs
• SAML
• SSO
• Datadog
• Sentry
• AWS
• SQL

Qualifications

• Strong technical background from an engineering, technical support, or implementation role

Benefits

• Equity
• Health insurance
• Dental insurance
• Vision insurance
• 401k savings plan
• Parental leave
• Wellness benefits
• Flexible time off
• Paid holidays
• Work from home stipend

About the Company

DataGrail is the Agentic Data Privacy Platform that helps leading brands automate privacy and control risk with secure, human-governed AI. The company is powered by Vera, a privacy AI agent, and features over 2,500 integrations.