Description:

As Relyance AI’s Senior Support Engineer, you will manage complex customer support cases and troubleshoot escalated issues.
You will collaborate with internal teams to provide solutions, ensuring customer satisfaction.
This role requires an outgoing, confident individual with excellent communication and advanced troubleshooting skills, capable of handling high-pressure situations.
You will act as a subject matter expert within the support team, creating knowledge materials and upskilling colleagues.
Maintaining a deep knowledge of the Relyance platform and related technologies is essential.
You will take the most complex support cases from the support queue and work with the customer to troubleshoot and resolve the issue.
Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress.
Step into and take over management of escalated cases where the customer is unhappy or the solution needs clarification.
Collaborate across Relyance, including with product teams, to troubleshoot issues, identify root causes, and provide solutions.
Continue to develop and maintain deep knowledge of specific areas of the Relyance platform by attending cross-functional engineering/PM meetings and completing regular release training.
Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications.
Work independently to manage your time and commitments while meeting agreed performance levels.

Requirements:

A Bachelor’s degree or master’s in computer science, engineering, business, or other related fields is required.
You must have an eagerness to learn and rapidly acquire new skills, excelling at independent work while actively contributing to team success.
The ability to work the night shift in Bangalore, India is necessary.
You should have 5+ years of demonstrated experience working with the Privacy platform or possess deep relevant technical skills, such as web/mobile development stack (HTML, CSS, Javascript, React) and APIs/integrations.
Strong analytical problem-solving abilities and a continuous improvement mindset are essential, along with a proven ability to drive process enhancements.
Exceptional written and verbal communication skills are required, with the ability to effectively communicate complex information in accessible language via phone, video, and email.
You must be able to work with and troubleshoot complex, web-based software suites.
Knowledge of development processes, different operating systems, browsers, and programming languages is necessary.
A flexible attitude and willingness to work alternative shift patterns, such as late shifts and weekends, to support coverage and new releases are required.

Relyance AI creates an unreasonably hospitable and data-driven culture, prioritizing exceeding customer and team expectations in every interaction.
Team members are empowered to solve problems proactively based on information and craft personalized experiences.
Trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness.
The company celebrates both successes and failures to learn from them.
Relyance AI is an equal-opportunity employer, committed to creating an inclusive environment for all employees.
The company is dedicated to fair and equitable compensation practices, using data-driven pay practices to ensure competitive offerings based on roles, experience, and location.