{"id":3344522,"url":"https://alion.io/job/privado-tech-support-engineer","title":"Tech Support Engineer","company":{"id":45120,"name":"Privado","domain":"privado.ai","url":"https://alion.io/company/privado-ai","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"Git","optional":false},{"name":"GitHub","optional":false},{"name":"GitLab","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"RabbitMQ","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"DNS","optional":true},{"name":"GDPR","optional":true},{"name":"Helm","optional":true},{"name":"Kubernetes","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-27T16:35:00Z","employer_posted_date":null,"last_verified_at":"2026-10-27T16:35:00Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"We are hiring a technical support engineer to be the technical point of contact for Privado's enterprise customers. You will own escalations end-to-end: reproduce the problem, dig through logs and data, write the script or fix it, and explain the outcome to the customer. You will work across our SaaS and on-prem deployments, run weekly syncs with key accounts, and partner closely with Engineering, Product, and Customer Success. Customers include large enterprises in fintech, retail, tech, and travel, several running Privado inside their own infrastructure.\n\nThe core responsibilities for the job include the following:\n\nEnd-to-end ticket ownership: \nOwn every customer ticket from first report to closure:\nInterpret the issue as raised and ask the customer for any missing information.\nDo the initial root-cause analysis and decide whether it needs a configuration change or an engineering fix.\nApply configuration fixes directly; for product bugs, raise a clear engineering ticket.\nFollow up with engineering to set priority based on customer impact, such as whether the customer is blocked.\nOnce the fix is released, re-run any tasks or commands needed, confirm the issue is resolved, and notify the customer.\nClose the loop and keep the ticket updated at every step.\n\nScripting, data, and API work: \nWrite Python and SQL scripts for custom exports (issues, cookies, third-party domains, scanned repo lists) and bulk operations (rescans, marking issues, updating data element sensitivity).\n\nCustomer engagement: \nRun recurring weekly syncs and office hours with about 10 to 12 enterprise accounts; track open items to closure.\nGive product walkthroughs to new customer team members and answer questions on interpreting results.\nJoin quarterly reviews, retros, and new-feature overviews alongside the CSM.\n\nTroubleshooting and root-cause analysis: \nInvestigate failed, stuck, or queued code scans across GitHub and GitLab repositories, and find why results differ between scans.\nGet the initial investigation done for customer-reported issues; reproduce them and hand clear findings to Engineering.\nGet the sanity of the new customer-specific builds before releasing them to the customer environment.\n\nOn-prem and deployment support: \nSupport customers running Privado in their own cloud or data center: Docker, networking, message queues (RabbitMQ), storage mounts, and image distribution.\nPlan and apply server security updates, license renewals, and production setup testing with customer engineers.\n\nPre-sales and account operations: \nSupport POCs: demos, environment setup, wrap-up calls, and technical follow-ups.\nHandle account admin: user changes, workspace data deletion, and account migrations.\n\nKnowledge sharing: \nDocument fixes and recurring issues, train internal teammates, and feed product gaps back to Product and Engineering.\n\nRequirements: \n3 to 7 years in technical support, support engineering, solutions engineering, or a similar customer-facing engineering role at a B2B SaaS company.\nStrong Python scripting and working SQL; comfortable reading and calling REST APIs and handling JSON and CSV data.\nSolid Linux skills (command line, services, processes, permissions); able to debug a deployment from logs alone.\nHands-on experience with Git and Git hosting platforms (GitHub, GitLab), including apps, tokens, and org-level permissions.\nExperience supporting self-hosted or on-prem software in customer environments on AWS, Azure, or GCP.\nFamiliarity with SSO (SAML / OIDC) setup and troubleshooting.\nClear written and spoken English; confident running a weekly call with enterprise engineers and explaining technical findings to non-technical stakeholders.\n\nNice to have: \nDocker and networking fundamentals (DNS, proxies, VPCs, firewalls).\nBackground in privacy, security, or compliance tooling (static code analysis, data discovery, cookie/website scanning).\nWorking knowledge of privacy regulations (GDPR, CCPA) or a certification such as IAPP CIPM / CIPT.\nExperience with message queues (RabbitMQ) and Kubernetes or Helm-based deployments.\nExposure to developer platforms such as Backstage or CMDB tools (ServiceNow).\nExperience answering.\nSkills\nLinux, Python, SQL","description_format":"text","description_chars":4200,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Application Security","DevSecOps","Security Compliance"],"lifecycle":[{"event":"open","at":"2026-10-27T16:35:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["seen:0","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/privado-tech-support-engineer","json_url":"https://alion.io/job/privado-tech-support-engineer.json","meta":{"generated_at":"2026-10-29T00:03:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":76,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":45120},"rest":"https://alion.io/mcp/rest/get_company?id=45120"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprivado-tech-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprivado-tech-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprivado-tech-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/privado-tech-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprivado-tech-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3344522}},{"tool":"search_jobs","arguments":{"company":"privado.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3344522},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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