Technical Success Engineer

Join DataGrail as a Technical Success Engineer, where you'll be the first line of contact for support inquiries, investigate bugs, and partner with Customer Success for successful technical implementation. You'll also contribute to public documentation and collaborate with Product and Engineering to shape upcoming features. Enjoy benefits like unlimited paid time off, full healthcare coverage, and a remote work environment.

• Serve as the first line of contact for questions coming through the support queue, investigating bugs, escalating when needed, and staying with each issue until it's resolved.
• Partner with Customer Success to ensure successful technical implementation for customers, and keep DataGrail's public documentation up to date.
• Identify recurring patterns in support tickets to help improve processes and documentation, enabling customers to self-serve enablement and troubleshooting as much as possible.

• Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches as the support function matures
• 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, able to translate technical issues into clear guidance for both customers and engineers
• Comfortable being pulled in multiple directions at once, able to multitask and shift between competing high-priority issues throughout the day
• An AI-first mindset: you use tools like Claude and Claude Code daily and contribute to the shared AI workflows and processes that help the whole team move faster
• A habit of flagging process or tooling improvements when you spot a recurring problem
• 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
• Familiarity with AWS or cloud infrastructure basics
• Experience with REST APIs and authentication protocols such as SAML and SSO
• Experience with logging and observability tools such as Datadog or Sentry
• Familiarity with SQL and analytics