1touch.io · 1 day ago
Lead Technical Support Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
5+ years exp1touch.io is the market leader in AI-ready data and sensitive data intelligence, helping global enterprises protect sensitive data. They are seeking a Lead Technical Support Engineer to manage support operations, lead the team, and solve complex technical challenges.
AnalyticsInformation TechnologySecurity
Responsibilities
Workflow Management: Oversee the daily support queue, prioritizing tickets, assigning tasks based on technical expertise, and ensuring workload balance across the team
SLA Monitoring: Ensure the team meets response and resolution times (SLAs) and manage handovers between shifts/regions
Mentorship: Provide technical guidance and code reviews (scripts/configs) to junior support engineers
Escalation Point: Act as the first point of internal escalation for stalled tickets or frustrated customers before they reach Engineering
Process Improvement: Identify gaps in support workflows and refine "follow-the-sun" procedures, ensuring the knowledge base and runbooks are up to date
Deep Dive Analysis: Perform root-cause analysis on logs, traces, and dumps for the platform deployed in complex VPC, private cloud, and physical data center environments
Infrastructure Support: Troubleshoot connectivity issues across firewalls, hybrid cloud setups, and Kubernetes clusters
Engineering Liaison: Collaborate closely with Engineering and DevOps to reproduce bugs, test hotfixes, and advocate for product reliability improvements
Qualification
Required
5+ years of experience in Technical Support or DevOps
Proven experience (1+ years) in a Lead, Senior, or Mentor role with experience managing queues or guiding other engineers
Kubernetes: Advanced hands-on administration and troubleshooting (required)
Linux: Administrator-level knowledge (system internals, networking, storage)
Scripting: Proficiency in Bash and Python for automation and log analysis
Databases: Experience querying and troubleshooting MongoDB and PostgreSQL
Strong capability to maintain focus on high-visibility issues while communicating clearly to stakeholders and management
Ability to de-escalate critical situations with customers
Fluent in English (Spanish or Portuguese is a plus)
Preferred
Background in DevOps or Site Reliability Engineering (SRE)
Experience troubleshooting AWS, GCP, and IBM Cloud environments
Familiarity with SSO (Single Sign-On) implementations and API debugging
Company
1touch.io
Network Analytics-Based Personal Data Discovery for Regulation and Network Security.
51-200 employees
H1B Sponsorship
1touch.io has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$28MKey Investors
Neotribe VenturesJerusalem Venture Partners (JVP)
2023-05-05Series B· $14M
2020-06-03Series A· $14M
2019-07-10Convertible Note
Leadership Team
Ashish Gupta
CEO, President and Board Member
Itzhak Assaraf
Chief Technology Officer (CTO)
Recent News
Help Net Security
2025-11-28
Help Net Security
2025-11-08
Company data provided by crunchbase