About the roleWhen a BigID enterprise customer hits a complex, high-impact issue in production, you're the escalation point. As a Staff Client Support Engineer, you'll find root causes, deliver fixes and workarounds, and advocate for customers with Engineering and Product. You'll also raise the technical capability of our 25-person Support organization and influence product and system design.
What you'll do- Work directly with customer stakeholders to diagnose and resolve complex issues in production environments.
- Analyze logs, metrics, and product code to reproduce issues and identify root causes.
- Deliver fixes, workarounds, and configuration guidance tailored to each customer's requirements.
- Coordinate across internal and customer teams to drive multi-party issues to resolution.
- Partner with Engineering and Product Management to prioritize bugs, enhancements, and implementation improvements based on customer impact, using data and experience balanced against business constraints.
- Share deep technical knowledge through documentation, training, and mentorship across Support and with customers.
- Influence adjacent teams' design decisions to support sound, system-wide architecture.
What you'll bringExperience- 7+ years in IT, including 2+ years in a customer-facing technical role, ideally implementing products in enterprise environments.
- Strong troubleshooting skills on complex software systems, with the self-direction to work hard problems through independently, starting from written and verbal descriptions from support teams, account managers, and customers.
Technical skills- Linux: hands-on installation, configuration, and management, including shell scripting, package managers (apt, yum), archiving tools, SSH/SFTP/SCP, NFS/SMB, and LDAP/Kerberos.
- Containers: hands-on experience deploying and operating applications with Docker and Kubernetes.
- Cloud: experience with AWS, Azure, or GCP.
- Databases: working knowledge of SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB.
- Programming: proficiency in at least one language (Python, JavaScript, C++, C#, or Java), including writing scripts or code to diagnose issues and build workarounds. Experience in more than one is a plus.
How you work- Excellent written and verbal communication, with the ability to explain technical concepts to engineers and non-technical stakeholders alike.
- Comfort managing competing priorities and switching between tasks without losing quality.
Nice to have- Bachelor's degree in Computer Science, IT, or a related technical field (extensive relevant experience may substitute).
- Graduate degree in a technical or business discipline.
We look for people who embody our values - Care, Do, Try & Shine.
Care - We care about our customers and each other
Do - We do what it takes to make a positive impact
Try - We try our best, and we don't give up
Shine - We shine and make it our mission always to stand out
US Roles: The annual base salary range is $120,000-$140,000. Salaries will vary based on a candidate's qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.
