United States onlyAbout 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.
- You excel at breaking down complex problems to determine a series of actions that can be taken to eliminate common scenarios or identify the root cause.
- You are resourceful in identifying solutions, whether through independent research or hands-on experimentation.
- You are extremely organized and detail-oriented; you’re comfortable working independently in a rapidly changing environment with dynamic objectives and embrace continuous self-learning.
- You thrive working with a high degree of autonomy in fast-paced, high-growth environments, with a willingness to “wear multiple hats” and embrace the necessary ambiguity to meet the dynamic needs of our business and customers.
- You are very comfortable with async and online methods of communication. Our team and customers are widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.
- You have advanced proficiency in reading, writing, and debugging client-side and backend JavaScript (bonus points for TypeScript).
- You are comfortable creating complex custom scripts (e.g., in JavaScript, Python) ad-hoc.
- You have a deep working knowledge of HTML / CSS.
- You are highly capable in using and debugging REST and GraphQL APIs.
- You are experienced with and able to effectively use log monitoring tools like Datadog.
- You are familiar with ticketing systems like Linear, Asana, or Jira.
- Bonus points if you have experience working with AWS, Terraform, GCP, Azure, or related DevOps or Infrastructure experience.
- Bonus points if you have experience with helpdesk management systems, such as Intercom or Zendesk.
Why join us?
The people at Transcend are driven, kind and know how to balance work, life and memes. We learn from each other and have a strong support system.
You’re joining a fast growing start up, with opportunities to help define and grow the organization.
We have a strong mission to protect user privacy rights everywhere. The privacy compliance landscape is growing, and we are at the forefront of building solutions that protect user privacy rights with modern infrastructure and automation.
You will have autonomy and trust to drive initiatives from the start.
We believe that turning the principles of data privacy into exercisable human rights is one of the most high-impact ways we can spend our time, and so we're building an ambitious team that’s passionate about solving important problems and having fun while doing it.
As the best-in-class solution in a new market, Transcend is a fast-paced and exciting workplace. The product evolves quickly to meet new client needs and adapts to the rapidly advancing world of privacy law. As one of Transcend’s earliest hires, you’ll get to work on a wide array of exciting projects.
Additional Information
Transcend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law.
Our comprehensive compensation packages play a big part in how we recognize you for the impact you have on our path to bringing data rights to everyone.
For this role, the estimated annual total salary ranges are below. The actual annual salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.
The listed range below is a guideline, and the annual total salary range for this role may be modified. Transcend offers attractive health benefits, equity, and perks in addition to cash compensation.
Benefits
Taking Care of You and Yours ⭐
- Medical, dental, and vision insurance: 80% coverage for you, and 50% coverage for all your dependents.
- Voluntary disability insurance: short-term disability, long-terms disability, and life insurance.
- 401(k) plan with 4% matching.
- Free One Medical membership sponsored by us.
- Access to our EAP (Employee Assistance Program).
Flexible PTO 🌴
- Take as many vacation, sick, and mental health days as you need.
- 13 additional company holidays, plus 3 Transcend Days Off.
- Generous parental leave, caregiver, emergency, and compassionate leave policies.
Setting You Up For Success 💳 🥐
- A unique and diverse remote-first company culture, shaped by people with entrepreneurial mindset who build together and aim for excellence always.
- $360 a month for all meals.
- Flexible spending accounts for commuter costs, and healthcare expenses.
- Meaningful equity.
- Company retreats.
