Technical Success Engineer, DataGrail

• 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
• 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
• Comfortable operating in ambiguity, asking good questions, and experimenting with new approaches as the support function matures
• 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

Desirable

• 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
• 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
• 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
• 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
• Partner closely with Product and Engineering, surfacing what's blocking customers in the product and feeding that insight into upcoming features
• Within 90 Days You'll:
• Be fully ramped on DataGrail's product and support workflows, responding to tickets independently
• Be able to independently handle day-to-day technical support requests, and know when and how to loop in others for the more complex ones
• Successfully investigate a bug, raise it with Engineering with clear repro steps, and close the loop with the customer
• Make your first contributions to DataGrail's public documentation
• Within 180 Days You'll:
• Own front-line technical support end-to-end for all the requests that come your way
• Contribute regularly to DataGrail's public documentation, both writing new content and reviewing existing pages
• Be a reliable partner to Customer Success on customer technical implementation
• Start spotting recurring patterns in tickets and sharing early ideas for improving processes and reducing resolution time
• Within 365 Days You'll:
• Be a go-to resource for technical support questions
• Help drive down resolution time and consistently meet strong SLA targets, including time to first response
• Take ownership of reducing the volume of issues escalated to Engineering, closing gaps in documentation, tooling, and support-level fixes
• Stay closely attuned to patterns and pain points across support, proactively raising product gaps as feature requests, and closing documentation gaps yourself rather than just flagging them