Staff Client Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the escalation point for intricate, high-impact production challenges affecting BigID enterprise clients.

• Collaborate directly with customer stakeholders to diagnose and address complex production issues.

• Examine logs, metrics, and product code to replicate issues and determine root causes.

• Provide customer-specific solutions, workarounds, and configuration guidance.

• Facilitate coordination among internal and customer teams to resolve multi-party issues.

• Collaborate with Engineering and Product Management to prioritize bugs, enhancements, and implementation improvements based on customer impact.

• Share technical expertise through documentation, training, and mentorship within Support and with customers.

• Influence design decisions of adjacent teams to uphold a robust, system-wide architecture.

• Enhance the technical capability of the 25-person Support organization.

• Advocate for customer interests with Engineering and Product teams, impacting product and system design.

⛳️ Requirements

• Over 7 years in IT, including a minimum of 2 years in a customer-facing technical position, ideally implementing products in enterprise settings.

• Strong troubleshooting capabilities with complex software systems.

• Experience with Linux installation, configuration, and management, including shell scripting, apt, yum, archiving tools, SSH/SFTP/SCP, NFS/SMB, and LDAP/Kerberos.

• Practical experience in deploying and managing applications using Docker and Kubernetes.

• Familiarity with AWS, Azure, or GCP.

• Working knowledge of SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB.

• Proficiency in at least one programming language: Python, JavaScript, C++, C#, or Java.

• Ability to write scripts or code for diagnosing issues and creating workarounds.

• Exceptional written and verbal communication abilities.

• Capability to explain technical concepts to both engineers and non-technical stakeholders.

• Skill in managing competing priorities and transitioning between tasks without compromising quality.

• Ability to exercise independent judgment with minimal oversight.

• A Bachelor's degree in Computer Science, IT, or a related technical field is preferable; extensive relevant experience may be accepted in lieu.

• A graduate degree in a technical or business discipline is also a plus.

🏝️ Benefits

• Variable/Bonus Compensation linked to individual and company performance.

• Equity Incentives aligned with individual and company performance.

• An inclusive and equitable culture that embraces diversity across race, gender, sexuality, and disability.

• Opportunity to collaborate with skilled professionals in the industry.

• A people-centric, fast-paced, and rewarding work environment.