Remote Technical Success Engineer

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. Serve as DataGrail's tier 1 technical support, resolving requests directly and flagging what needs deeper expertise. 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. 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. 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. 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 Familiarity with AWS or cloud infrastructure basics. Familiarity with SQL and analytics. 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. 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. 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. 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. 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 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 (milit