Technical Success Engineer

Job Overview

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.

Job Description

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.

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.

Key Responsibilities

• As companies adopt AI at scale, they need new ways to automate privacy and manage risk without slowing innovation.
• 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.
• What You'll Do: Serve as DataGrail's tier 1 technical support, resolving requests directly and flagging what needs deeper expertise.
• 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.
• What You'll Bring: Strong technical background from an engineering, technical support, or implementation role.
• Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches as the support function matures.
• What Success Looks Like: Within 90 Days You'll: Be fully ramped on DataGrail's product and support workflows, responding to tickets independently.

Required Skills and Qualifications

• 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.
• 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.

Benefits and Perks

• Bonus Points Experience with REST APIs and authentication protocols such as SAML and SSO.
• 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

DataGrail is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.