Support Engineer (APJ)

Job description

Immuta is the Data Authorization Company, helping the world’s largest organizations control who, and what, can access their data. The way enterprises access data is fundamentally changing. Organizations are racing to put data to work across analytics and AI, while AI copilots and agents are emerging as an entirely new class of data consumer. Traditional approaches built around tickets, static permissions, and manual approvals were not designed for this speed, scale, or complexity. Immuta provides the authorization layer for modern data and AI. Our platform enables organizations to provision governed access to data by policy, by request, and dynamically for AI agents, so people and AI can access the data they need while enterprises maintain security, compliance, and control. For Chief Data Officers, that means making enterprise data dramatically easier to access and use without giving up governance. For AI leaders, it means giving AI agents secure, governed access to enterprise data so they can move from experimentation into production. Founded in 2015, Immuta is trusted by Fortune 500 companies and government agencies worldwide. - Our technology ecosystem includes Snowflake, Databricks, AWS, Microsoft Azure, Google Cloud, Okta, ServiceNow, Teradata, Alation, Atlan, and Starburst — connecting Immuta to the data, cloud, identity, and enterprise platforms powering modern data and AI environments. - Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine and Built In as one of the best workplaces, and by Fast Company as one of the world’s most innovative companies. - Immuta has raised $263 million from investors including NightDragon, Snowflake, Databricks, ServiceNow, Citi Ventures, Dell Technologies Capital, DFJ Growth, IAG, Intel Capital, March Capital, Okta Ventures, StepStone, Ten Eleven Ventures, and Wipro Ventures. - We operate as a hybrid workplace with offices in Boston, MA; Columbus, OH; and College Park, MD. ### **ABOUT THE TEAM** Immuta’s mission is to make data secure, accessible, and trusted for every organization - and our Technical Support team plays a critical role in achieving it. As part of the Product organization, we’re deeply embedded in the product lifecycle, working with Engineering to diagnose issues, improve reliability and supportability, and ensure every customer realizes value from day one. We take pride in our deep technical expertise, clear communication, and collaborative approach. We deliver mission-critical support to customers worldwide 24x7x365. Every challenge is an opportunity to improve - strengthening Immuta’s **Data Provisioning Platform** and enhancing the experience for customers around the world. ### **YOUR ROLE** As a Support Engineer, you’ll serve as a technical leader and escalation point within the support organization. You’ll tackle complex, high-impact issues and participate in initiatives that prevent problems before they occur. This is a hands-on, customer-facing role for someone who combines deep technical expertise with a proactive mindset - helping shape both the quality of our customer experience and the maturity of our global support operations. *While this role can be performed remotely from anywhere in Australia, candidates will be expected to align their core working hours with Australian Western Standard Time (AWST/Perth time) to best support our clients and collaborate with key stakeholders in that region.* ### CORE RESPONSIBILITIES - Triage, diagnose and resolve complex customer issues that span multiple systems or integrations, collaborating across Product, Engineering, and Customer Success. - Lead and coordinate cross-functional incident response and assist in root cause analysis and postmortem reviews. - Develop and maintain high-quality internal documentation, runbooks, and customer-facing knowledge base content. - Analyze recurring issues and trends to identify and advocate for product or process improvements. - Collaborate with Product and Engineering teams to represent customer feedback in roadmap and feature planning. - Contribute to automation, observability, and knowledge-sharing initiatives that improve the efficiency and predictability of support delivery. ### REQUIRED EXPERIENCE - 5+ years of experience in technical support, systems engineering, or DevOps within SaaS or enterprise software environments. - Knowledge of Linux systems, Docker, Kubernetes, and networking fundamentals - Experience working with APIs and service-based applications - Experience with AWS, Azure, or Google Cloud (AWS Cloud Practitioner or equivalent experience or certification) - Experience with at least one of the following data cloud platforms: Snowflake, Databricks, Google BigQuery, Redshift, Starburst/Trino - Experience with complex incident response and root cause analysis initiatives spanning multiple organizations. - Strong analytical and problem-solving skills, with the ability to balance reactive resolution and proactive improvement. - Excellent communication and collaboration skills - able to translate technical findings for diverse audiences. - Curious, adaptable, and customer-obsessed - passionate about turning challenges into opportunities for learning and improvement. - Team first / collaborative approach to problem solving and customer relationships. - Embodies Immuta’s values: mission-focused, humble intellect, independent achiever, helpful, and caring.