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Salary: USD 80,000 - 100,000 / annual
DataGrail is an agentic data privacy platform helping enterprises automate privacy management and control risk with AI. As a Technical Success Engineer, you'll be the first line of contact for customer support, investigating bugs, escalating to Engineering when needed, and staying with issues until resolution.
You'll serve as tier-1 technical support, reproducing reported bugs and providing clear repro steps to Engineering. You'll facilitate communication between Engineering and customers, ensuring issues are closed once fixes ship. You'll partner with Customer Success on technical implementation and keep public documentation current.
Key responsibilities include identifying recurring patterns in support tickets to improve processes and documentation, enabling customer self-service and reducing resolution time and SLAs. You'll contribute to DataGrail's AI-first workflows, helping build shared tools, prompts, and processes that accelerate team velocity. You'll work closely with Product and Engineering, surfacing customer blockers and feeding insights into upcoming features.
DataGrail operates with an AI-first mindset—you'll use Claude and Claude Code daily alongside the team. The role requires comfort with ambiguity, multitasking across competing priorities, and a habit of flagging process improvements.
Within 90 days, you'll be fully ramped on the product and support workflows, handling tickets independently and making first documentation contributions. By 180 days, you'll own front-line support end-to-end and partner reliably with Customer Success. By year-end, you'll be a go-to resource, driving down resolution time, meeting SLA targets, and proactively raising product gaps and documentation improvements.
REQUIREMENTS:
- Strong technical background from engineering, technical support, or implementation role
- Familiarity with at least one programming language, ideally Ruby on Rails, with ability to write diagnostic scripts
- Ability to reproduce issues, gather technical context from non-technical customers, and dig through logs
- Strong written communication; comfortable with customers via email or Zoom; able to translate technical issues for both customers and engineers
- Comfortable multitasking and shifting between competing high-priority issues
- Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches
- AI-first mindset: daily use of Claude and Claude Code; contribution to shared AI workflows
- Habit of flagging process or tooling improvements
BONUS:
- Experience with REST APIs and authentication protocols (SAML, SSO)
- Experience with logging and observability tools (Datadog, Sentry)
- Familiarity with AWS or cloud infrastructure basics
- Familiarity with SQL and analytics
