Technical Success Engineer
New
D
DataGrailData Privacy
Our compensation ranges apply to all US-based job postings regardless of state.Full-TimeMiddle
Salary$80,000 — $100,000 USD
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Job Details
- Required Skills
- AWSSQLRuby on RailsRESTful APIsDatadogTechnical support
Requirements
- 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.
- Comfortable being pulled in multiple directions at once and multitasking.
- Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches.
- An AI-first mindset, using tools like Claude and Claude Code daily.
- A habit of flagging process or tooling improvements when you spot a recurring problem.
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.
- Contribute to DataGrail's AI-first workflows, helping build and improve the shared tools, prompts, and processes.
- Partner closely with Product and Engineering, surfacing what's blocking customers in the product.
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