Borneo
Location
Bangalore | India
Job description
Borneo is seeking a skilled, experienced, and hands-on Staff Engineer to support our clients globally with their mission of achieving continuous compliance in data security and privacy. In this role, you will be a driving force in helping our customers address and fix product issues in a timely manner, while also helping them navigate their adoption journey of the product towards achieving their business goals in data security and privacy. Your expertise in driving customer satisfaction and success will be instrumental in driving long-term growth for our business.
Responsibilities: Customer Support: Triage customer production issues & and where possible provide solutions and a better approach to the problem. Address product queries/config requests in a timely manner. Be the point of escalation with-in Engineering for issues which require code fixes Keep track of incoming issues, follow up with in Engineering, and sanctity w.r.t issue resolution. Product Knowledge, Documentation & Training Develop and maintain an in-depth understanding of Borneo’s Data Security and Privacy software while staying updated on new features and enhancements. Assist in creating product support documentation and knowledge base articles and FAQs which would empower customers and internal teams with self-help resources. Document/Video product troubleshooting sessions which would become an internal knowledge base for improving the overall process and delivery of customer support. Conduct product training sessions for customers to help them gain a comprehensive understanding of the software’s features and functionalities. New Features and Use-cases Management Working closely with customer and product team in capturing new feature requests or enhancements to address product bugs, customer problems or pain points. Document and communicate these feature requests to the Engineering team for review. Work closely with the QA team during testing to validate if the release of new features and use cases are addressing customer problems and pain points. Customer Advocacy Act as a customer advocate within the organization, communicating customer needs, concerns and feedback to relevant teams Measure and share customer satisfaction & metrics with product team Work closely with sales/solutions team to learn more about new customer deployments, experience/expectations and new requirements Required Experience: Bachelor’s degree in Computer Science, Information Technology or a related field. Proven track record in software technical support with experience (12+ years) in technical support. Strong programming and debugging skills, with proficiency in languages such as Typescript, Python, Golang, or similar. Excellent written and verbal communication skills to articulate technical solutions in a clear and understandable manner for customers. A strong focus on customer satisfaction and the ability to empathize with customer concerns. Strong collaboration skills to work seamlessly with cross-functional teams, including product managers, developers, and quality assurance teams. Preferred Experiences: Experience in a product startup is highly preferred. Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and their data services. Understanding of quality assurance principles to ensure that technical solutions align with product standards. Experience in using/supporting data security and privacy platforms. About Borneo: Borneo.io is building the next-generation ML Powered data privacy platform that offers security and privacy solutions for hyper-growth companies. Our mission is to empower businesses to navigate the complex landscape of data privacy with confidence. Borneo’s unique approach integrates with existing tools and workflows and enables companies to achieve privacy compliance by building a solid data security foundation. This allows security practitioners to utilize non-blocking workflows and fast-track remediation without hampering business teams operating in fast-moving and high-growth environments.Job tags
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