Role Summary
We are seeking a Support & Solutions Engineer (IC-Lead) to serve as the senior technical authority across post-sales support, selective pre-sales engagement, and proactive customer health initiatives for our sensitive data discovery and DSPM platform customers. This is a hands-on, player-coach role combining deep technical execution with leadership by influence across Support, Sales, Product, and Engineering.
This role is critical to delivering a consistently strong customer experience while supporting complex sales motions and long-term customer trust.
What You'll Do
- Oversee the highest-level technical escalations for enterprise customers, including security-sensitive and high-severity issues
- Perform deep troubleshooting across cloud environments (AWS, Azure, GCP), data platforms, and SaaS integrations
- Support pre-sales engagements, including running POCs and delivering technical demos for complex or high-value opportunities
- Conduct regular technical health checks with customers to assess data coverage, risk posture, platform configuration, and adoption
- Provide actionable recommendations to improve customer outcomes and satisfaction
- Lead and enable a small, globally distributed team through case reviews, technical guidance, and best practice sharing
- Act as a senior owner of support and escalation workflows using HubSpot and Jira
- Partner closely with Engineering and Product to drive systemic improvements based on customer insights
What You Bring
- 8+ years in technical support, support engineering, solutions engineering, or similar customer-facing technical roles
- Principal-level individual contributor experience with leadership by influence
- Strong expertise in data security, DSPM, data governance, or privacy technologies
- Hands-on experience with cloud-native SaaS platforms and enterprise customer environments
- Proven ability to run POCs, technical demos, and customer health checks
- Advanced troubleshooting skills across distributed systems, APIs, and data infrastructure
- Working knowledge of HubSpot and Jira
- Excellent communication skills with both technical and executive stakeholders
