Sr. Support Engineer (Pacific Time Working Hours)

About Transcend

Transcend is the privacy platform that makes it easy to encode privacy across your tech stack.

We believe that engineering privacy rights and making them easily accessible to the world is one of the most high-impact ways we can spend our time. That's why we're building an ambitious team that’s passionate about solving the important problems of the future and having fun while doing it. We’re backed by Accel, Index, 01A, StepStone Group, and HighlandX growing fast, and are serving some of the most iconic brands in the world.

(Even if you don't see a good fit below, we'd still love to stay in touch. Email us at recruiting@transcend.io).

About the role

Transcend is seeking a Sr. Support Engineer I to be a trusted partner and technical connector between our customers and our product. This role combines deep, hands-on troubleshooting with thoughtful customer engagement. By transforming internal insights into scalable internal and customer-facing resources, you’ll help ensure a consistent, high-quality support experience that empowers customers while strengthening collaboration across our teams.

What you'll do

• Lead the intake, triage, and routing of complex support requests across all product areas, ensuring accurate investigation and timely responses across customer channels—including email, Slack, Teams, and Intercom—in alignment with defined first response SLAs
• Conduct thorough troubleshooting of customer requests to identify root causes and deliver accurate responses or escalate with detailed insights to engineering teams
• Serve as the primary escalation point for intricate or persistent customer issues from front-line support, collaborating with higher-level engineers or product teams when necessary
• Proactively monitor outstanding requests and tickets, driving cross-team alignment and action to accelerate resolution, remove blockers, and ensure a consistently high-quality customer support experience

• Facilitate monthly and quarterly Technical Check-Ins with customers, conducting in-depth reviews of complex configurations and driving live troubleshooting, as needed, using your strong grasp of Transcend’s full product suite to translate technical insights into clear, actionable recommendations for customers
• Contribute to key Support Engineering initiatives, developing a focus in select areas as assigned, based on team priorities and business needs, which may include:

• Contributing to Support Engineering reporting by gathering, exporting, and cleaning data across multiple systems to ensure accuracy, consistency, and readiness for weekly metrics, monthly summaries, and quarterly trend analyses
• Developing and refining internal playbooks to improve efficiency and consistency across teams, collaborating with the team lead to promote knowledge sharing and adoption
• Driving the creation of customer-facing Help Center resources by translating recurring troubleshooting patterns and technical learnings into clear, high-quality articles and guides that enable customers to resolve issues independently
• Assisting with the development and testing of internal automations, implementing defined solutions to improve team efficiency and reduce manual workload

Who you are

• You bring 5+ years of progressively advanced experience in a highly technical, customer-facing role – preferably as part of a SaaS company in the data privacy, cybersecurity, or compliance space.
• You have a Bachelor’s degree in Information Systems, Data Science, Computer Science, or a related field.
• You are able to work standard hours in Pacific Time (9am - 5pm ET), Monday through Friday.
• You are an excellent communicator with a knack for explaining complex, technical concepts to both technical and non-technical audiences.