Tier 1 Support Engineer, Boston

| Greater Boston Area
The Tier 1 Technical Support Representative is the key, front-line support position, and the “eyes & ears” for the company, responsible for managing the relationship with our most valuable asset, our customers. The Technical Support Representative assists customers in resolving open issues; they help customers to achieve success through best-practice guidance and they help customers to achieve a high level of satisfaction with Privitar solutions and our customer support services. The position combines overseeing the rapid response to customer inquiries, handling enhancement requests, and analyzing common issues.
Privitar is a rapidly growing Data Privacy Enterprise Software company based in London, building software to enable the safe and ethical use of valuable data for analytics and machine learning. We work with large organizations worldwide in financial services, telecommunications, pharma, and government, enabling them to get the most out of data without compromising on privacy and security.
Backed by world-leading venture capital funds who’ve invested in companies like Facebook, Slack, Dropbox, Atlassian and Spotify, we have just completed a $40 million Series B funding round, and are in a phase of hyper growth.
 
Privitar is pioneering the new enterprise software category of Privacy Engineering to serve this emerging business need and address a social issue of growing importance. Our technology enables organizations to safely analyze and mine sensitive datasets while protecting an individual’s privacy.

Responsibilities

  • The Technical Support Representative monitors cases towards resolution and relies on experience, judgment, and product knowledge. You will be expected to take a proactive role in articulating suggestions for Development, Professional Services and Training that address enhancement and training subjects that address common customer service issues and common technical problems.
  • Set the standard for reliability
  • Care about our customers
  • Commit yourself to success
  • Work to ensure system stability, identify product issues and implement workarounds, and support production upgrades.
  • Regularly document troubleshooting and problem resolution steps so colleagues and the wider community can learn from them
  • Engage actively in creating test and sandbox environments to support challenging and complex customer requests.
  • The position supports 24/7 on-call customer service throughout the calendar year - candidate must be available to participate in on-call rotations as required

Skills and experience

  • The position requires excellent organizational skills, great follow up, and outstanding oral and written communication skills.
  • This is an entry-level position but Technical Support Representatives should have 1 - 2 years experience or training with one or more of the following areas:
  • Prior experience in desktop, network or server support.
  • Knowledge of networking is beneficial
  • Good knowledge of Linux environment and command-line tools
  • Familiarity working in an AWS environment
  • Experience with some of the following technologies: shell scripting languages, SQL, and Java
  • Additional experience supporting complex B2B software running in Linux environments is beneficial including database products, ETL tools, and BI tools. 
  • Strong problem solving and analytical skills
  • Privitar will provide professional training where required, particularly for the Company’s commercial solutions.
  • The Customer Service Representative is expected to have a “can-do” attitude and an interest in not just reacting to problems but finding the root causes and fixing them.

Privitar does not accept unsolicited referrals or CVs from any source other than directly from candidates or approved agencies with written agreements in place and instructed on specified roles.
Unsolicited CVs received from any agency not engaged as outlined above will be considered a "free gift", and there will be no fees due should we choose to contact the candidate directly. Receipt of unsolicited CVs will in no way establish any prior claim to the candidate should they also be submitted by another agency. We consider this type of activity an attempt to lay claim to a given candidate and therefore entirely inappropriate. Any submission of unsolicited CVs to us will be deemed as full acceptance of these terms.
 
We only engage with agencies who are respectful of candidates, businesses and other agencies. We abide by our agreements with them and maintain genuine, straight-forward and lasting relationships which generate the highest calibre candidates for our business.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KafkaFrameworks
    • NifiFrameworks
    • HBaseDatabases
    • HiveDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SketchDesign
    • FigmaDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

Our office is super conveniently located - great for North Station and route 93, with plenty of parking and local hotspots to enjoy.

An Insider's view of Privitar

What are some social events your company does?

We enjoy hanging out outside work, and have regular socials. On top of Friday beers, we do all sorts - from high speed cycling and zip-wiring, to things that are a bit less physically demanding, like heading to a comedy club and board game nights. We also have an annual Sports Day, for the competitive among us!

Tom

Recruitment Lead

What's the biggest problem your team is solving?

Privitar is enabling analytics on sensitive data without compromising individual privacy. Techniques for de-identification, anonymization and computing over encrypted data are promising ways to protect privacy and extract value from data simultaneously. Privitar is making these usable, effective and scalable across large organisations.

Charlie

Research Lead

What makes someone successful on your team?

Our team of smart, enthusiastic engineers and researchers is second to none. Leading the way in Privacy Engineering and figuring out how to use ground-breaking research in real world settings with complex, first-of-a-kind use cases, is exciting. We look for people who care deeply about what we do and constantly put forward new ideas.

Suzanne

Senior Software Engineer

What is your vision for the company?

The world stands to benefit enormously from data-driven insight powered by machine learning and advanced analytics. Technology controls must protect data privacy and ensure a sustainable and trustworthy data ecosystem. Adoption of effective privacy engineering will not only secure data privacy but ignite a new era of innovation.

Jason

CEO

What does your typical day look like?

I work directly with our customers to understand their privacy concerns and objectives and help them embed best-practice privacy techniques and policies across their data platforms and environment. It's brand new for most and it's pretty cool to empower the innovators and craft solutions that enable powerful data-driven projects to kick off.

Gareth

Solution Architect

What are Privitar Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Customized development tracks
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