Senior Support Engineer II

About Transcend

Transcend is building the privacy platform that easily embeds privacy into your entire tech stack. We are driven by the belief that engineering robust and accessible privacy rights is an essential and high-impact way to spend our time. To achieve this, we're building an ambitious and passionate team that enjoys tackling important future-focused problems. We're growing quickly, backed by top-tier investors including Accel, Index, 01A, StepStone Group, and HighlandX, and we are proud to serve some of the world's most iconic brands. Learn more on our Press Page.

About the role

Transcend is seeking a Senior Support Engineer II who brings elevated technical depth and strong autonomy in navigating complex customer challenges. This role will deepen the connection between customers and our product through thoughtful troubleshooting, live collaboration, and the ability to make sense of nuanced or cross-product scenarios. Your expertise will help strengthen the consistency and long-term resilience of our Support Engineering function, while ensuring customers feel confident and empowered in their use of Transcend.

This is a remote, Full-Time, Exempt position based in Ireland. The successful candidate must have valid work authorization, as visa sponsorship is not available. Work hours are Monday through Friday, 8:00 a.m. to 4:00 p.m. GMT (Greenwich Mean Time). This role reports directly to the Support Engineering Lead.

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
• Support the weekly review of helpdesk conversation data for accuracy and consistency, identifying gaps, supporting peers in correcting misclassified threads, and helping uphold system-wide data quality standards
• Facilitate implementation meetings for customers that require support during EU business hours, providing technical and tailored expertise and guidance, as well as proactive customer project management
• Conduct advanced troubleshooting of customer requests to identify root causes and deliver accurate responses or escalate with detailed insights to engineering teams
• Act as the primary escalation point for handling intricate or persistent customer issues, assisting more junior team members in unblocking investigations and collaborating with Engineering or Product when deeper technical clarity or reproduction is required
• Maintain a proactive view of outstanding high-priority or multi-team tickets, surfacing early indicators of cross-customer patterns, and recommending follow-up actions that support long-term resolutions
• Lead monthly and quarterly Technical Check-Ins with customers, conducting in-depth reviews of complex configurations and driving deeply technical 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 with deep technical understanding, 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,  especially in adding depth to sections that benefit from advanced troubleshooting patterns or more complex configuration examples, collaborating with the team lead to promote knowledge sharing and adoption
  • Driving the creation of customer-facing Help Center and Academy 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:

What you must have:

• 7+ 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.
• A Bachelor’s degree in Information Systems, Data Science, Computer Science, or a related field.
• Advanced proficiency in reading, writing, and debugging client-side and backend JavaScript (bonus points for TypeScript).
• Are comfortable creating complex custom scripts (e.g., in JavaScript, Python) ad-hoc.
• A strong, practical command of HTML / CSS and are adept at diagnosing UI-related behaviors
• Highly capable in using, debugging, and correlating findings across REST and GraphQL APIs.
• Experienced with and able to effectively use log monitoring tools like Datadog.
• Familiar with ticketing systems like Linear, Asana, or Jira.
• Able to work standard hours in Greenwich Mean Time (8am - 4pm GMT), Monday through Friday.
• Exceptional clarity and precision in communication, especially when breaking down multi-layer technical issues or explaining system interactions to audiences with varied technical competencies.
• Excellence in navigating ambiguous or deeply technical problem spaces, using a combination of experimentation, pattern recognition, and systems thinking to move investigations forward.
• Resourcefulness in identifying solutions through independent research or hands-on experimentation.
• Highly self-sufficient and thrives with a high degree of autonomy in fast-paced, high-growth environments.
• Comfortable working independently in a rapidly changing environment with dynamic objectives.
• 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 important.
• Willingness to “wear multiple hats” and embrace the necessary ambiguity to meet the dynamic needs of our business and customers.

What you should have:

• Extremely organized and detail-oriented.
• Embraces continuous self-learning.
• Experience working with AWS, Terraform, GCP, Azure, or related DevOps or Infrastructure experience.
• Experience with helpdesk management systems, such as Intercom or Zendesk.

• Impactful Work: We believe that turning data privacy principles into exercisable human rights is one of the most high-impact ways to spend our time. You'll be at the forefront of building modern infrastructure and automation to address the rapidly growing privacy compliance landscape.
• Autonomy and Growth: You will have the trust and autonomy to drive initiatives from the start. As an early hire in a fast-growing startup, you'll have significant opportunities to help define and grow the organization, working on a wide array of exciting projects.
• Dynamic Environment: As the best-in-class solution in a new market, Transcend is a fast-paced workplace where the product evolves quickly to meet new client needs and adapt to advancing privacy law.
• Supportive Culture: 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 while having fun solving important problems.
• Equal Opportunity Employment: We celebrate a diverse and inclusive workforce for driving innovation, considering all forms of diversity (including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status). Our commitment ensures equitable employment opportunities, non-discrimination in all practices, and a workplace where every employee feels valued and respected. We also consider all qualified applicants with arrest and conviction records as legally required.
• Benefits & Perks: Transcend employees enjoy a competitive compensation package and a comprehensive benefits program. We offer a comprehensive benefits program that includes flexible PTO, parental leave, and a competitive compensation packages that include employee equity. Please feel free to ask us about our benefits offering!

Compensation Information:

• 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. 
• The compensation pay range represents our reasonable expectation for this role. Individual pay is determined by multiple factors, including, but not limited to, experience, education, skillset, and geographic location.
• Our pay ranges are adjusted based on the labor market in other geographic areas and the individual qualifications objectively assessed during the interview process.