技术成功工程师
Technical Success Engineer
职位机会：
数据隐私已成为现代企业面临的最战略性的挑战之一——位于AI治理、数据运营和客户信任的交汇点。随着企业大规模采用AI，他们需要新的方法来自动化隐私管理并控制风险，同时不阻碍创新。DataGrail推出了首个代理式隐私平台，我们正进入增长的关键阶段，向业务的下一阶段迈进。
作为技术成功工程师，你将是支持队列中客户问题的第一联系人，调查错误，必要时进行升级，并持续跟进每个问题直到解决。你将与客户成功团队合作，确保客户的成功技术实施，同时保持DataGrail公开文档的更新。你还将亲眼看到客户在产品中遇到的障碍，并定期与产品和工程团队合作，帮助塑造即将推出的功能。DataGrail是一家以AI为核心的企业，你每天都会使用Claude和Claude Code等工具来提高工作效率，与团队其他成员一起工作。
你将负责：
- 作为DataGrail的一线技术支持，直接解决请求，并标记需要更深入专业知识的问题。
- 调查并复现报告的错误，然后提供清晰的复现步骤和上下文信息，向上升级给工程团队。
- 在工程团队和客户之间进行沟通，一旦修复或解决方案发布，就完成闭环。
- 与客户成功团队合作，确保客户的成功技术实施。
- 保持DataGrail公开文档的最新状态。
- 识别支持工单中的重复模式，以帮助改进流程和文档，使客户尽可能实现自助式启用和故障排除，同时帮助降低解决时间和关键SLA。
- 为DataGrail的AI优先工作流程做出贡献，帮助构建和改进团队加快进度的共享工具、提示和流程。
- 与产品和工程团队紧密合作，揭示产品中阻碍客户的问题，并将这些洞察反馈到即将推出的功能中。
你将具备：
- 从工程、技术支持或实施角色中获得的扎实技术背景。
- 熟悉至少一种编程语言，最好是Ruby on Rails，能够编写脚本来诊断问题。
- 能够复现问题，并收集技术上下文信息。
查看英文原文
The Opportunity:
Data privacy has become one of the most strategic challenges facing modern enterprises — sitting at the intersection of AI governance, data operations, and customer trust. As companies adopt AI at scale, they need new ways to automate privacy and manage risk without slowing innovation. DataGrail has launched the first agentic privacy platform, and we're entering a pivotal phase of growth as we scale toward the next stage of the business.
As a Technical Success Engineer, you'll serve as the first line of contact for questions coming through our support queue, investigating bugs, escalating when needed, and staying with each issue until it's resolved. You'll partner with Customer Success to ensure successful technical implementation for customers, and keep DataGrail's public documentation up to date. You'll also see firsthand what blocks customers in the product, and you'll partner regularly with Product and Engineering to help shape upcoming features. DataGrail is an AI-first organization, and you'll use tools like Claude and Claude Code every day to work more efficiently, right alongside the rest of the team.
What You'll Do:
- 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.
What You'll Bring:
- 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.
Bonus Points
- 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.
What Success Looks Like:
Within 90 Days You'll:
- Be fully ramped on DataGrail's product and support workflows, responding to tickets independently.
- Be able to independently handle day-to-day technical support requests, and know when and how to loop in others for the more complex ones.
- Successfully investigate a bug, raise it with Engineering with clear repro steps, and close the loop with the customer.
- Make your first contributions to DataGrail's public documentation.
Within 180 Days You'll:
- Own front-line technical support end-to-end for all the requests that come your way.
- Contribute regularly to DataGrail's public documentation, both writing new content and reviewing existing pages.
- Be a reliable partner to Customer Success on customer technical implementation.
- Start spotting recurring patterns in tickets and sharing early ideas for improving processes and reducing resolution time.
·
Within 365 Days You'll:
- Be a go-to resource for technical support questions.
- Help drive down resolution time and consistently meet strong SLA targets, including time to first response.
- Take ownership of reducing the volume of issues escalated to Engineering, closing gaps in documentation, tooling, and support-level fixes.
- Stay closely attuned to patterns and pain points across support, proactively raising product gaps as feature requests, and closing documentation gaps yourself rather than just flagging them.
Please note that the base compensation range below is a guideline and the final compensation will be based on factors such as qualifications, skill level, and competencies. Our compensation ranges apply to all US-based job postings regardless of state.
All full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change.
Compensation Range
$80,000—$100,000 USD
About Us:
DataGrail is the Agentic Data Privacy Platform. We help the world’s leading brands such as HubSpot, FanDuel, Dexcom, Major League Soccer, and Okta automate privacy and control risk with secure, human-governed AI that scales.
Powered by Vera, the complete privacy AI agent, and underpinned by an unrivaled 2,500+ integrations and no-compromise security architecture, DataGrail is built to solve complex privacy challenges that others can't. DataGrail is rated 4.8/5 stars on G2 and is a two-time recognized privacy leader by IDC.
DataGrail provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.