Technical Success Engineer

Summary

DataGrail is an Agentic Data Privacy Platform that helps leading brands automate privacy and control risk with secure, human-governed AI. The Technical Success Engineer will provide tier 1 technical support, investigate and escalate bugs, support customer implementations, maintain documentation, and collaborate with Product and Engineering to improve the product and support experience.

Responsibilities

• Serve as DataGrail's tier 1 technical support, resolving requests directly and flagging what needs deeper expertise
• Investigate and reproduce reported bugs, then escalate to Engineering with clear repro steps and context
• Facilitate the back-and-forth between Engineering and the customer, and close the loop once a fix or workaround ships
• Partner with Customer Success to ensure successful technical implementation for customers
• Keep DataGrail's public documentation up to date
• Identify recurring patterns in support tickets to help improve processes and documentation, enabling customers to self-serve enablement and troubleshooting as much as possible, and helping drive down resolution time and key SLAs
• Contribute to DataGrail's AI-first workflows, helping build and improve the shared tools, prompts, and processes that help the team move faster
• Partner closely with Product and Engineering, surfacing what's blocking customers in the product and feeding that insight into upcoming features

Skills

• Strong technical background from an engineering, technical support, or implementation role
• Familiarity with at least one programming language, ideally Ruby on Rails, with the ability to write scripts to diagnose issues
• Ability to reproduce an issue, gather technical context from a non-technical customer, and dig through logs to paint a complete picture for Engineering
• Strong written communicator, comfortable working directly with customers via email or Zoom, able to translate technical issues into clear guidance for both customers and engineers
• Comfortable being pulled in multiple directions at once, able to multitask and shift between competing high-priority issues throughout the day
• Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches as the support function matures
• An AI-first mindset: you use tools like Claude and Claude Code daily and contribute to the shared AI workflows and processes that help the whole team move faster
• A habit of flagging process or tooling improvements when you spot a recurring problem
• Experience with REST APIs and authentication protocols such as SAML and SSO
• Experience with logging and observability tools such as Datadog or Sentry
• Familiarity with AWS or cloud infrastructure basics
• Familiarity with SQL and analytics

Qualifications

Must Haves

• Strong technical background from an engineering, technical support, or implementation role
• Familiarity with at least one programming language, ideally Ruby on Rails, with the ability to write scripts to diagnose issues
• Ability to reproduce an issue, gather technical context from a non-technical customer, and dig through logs to paint a complete picture for Engineering
• Strong written communicator, comfortable working directly with customers via email or Zoom, able to translate technical issues into clear guidance for both customers and engineers
• Comfortable being pulled in multiple directions at once, able to multitask and shift between competing high-priority issues throughout the day
• Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches as the support function matures
• An AI-first mindset: you use tools like Claude and Claude Code daily and contribute to the shared AI workflows and processes that help the whole team move faster
• A habit of flagging process or tooling improvements when you spot a recurring problem

Nice to Haves

• Experience with REST APIs and authentication protocols such as SAML and SSO
• Experience with logging and observability tools such as Datadog or Sentry
• Familiarity with AWS or cloud infrastructure basics
• Familiarity with SQL and analytics

Benefits

• Equity
• Health, dental & vision insurance plans
• Remote-first working environment
• 401k savings plan
• Parental leave
• Wellness benefits
• Flexible time off
• Paid holidays
• Work from home stipend