Staff Client Support Engineer at BigID
United States
$120k - $140k
<div class="content-intro"><p><strong>Who we are:</strong></p> <p>BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and AI data management. We're leading the market in all things data: helping our customers reduce risk, drive business innovation, achieve compliance, build customer trust, make better decisions, and get more value from their data.</p> <p>We are building a global team passionate about innovation and next-gen technology. BigID has been recognized for: </p> <ul> <li>BigID named one of Forbes America's Best Startup Employers 2026 - ranked #15 overall and #1 in Security</li> <li>BigID named Hot Company in Artificial Intelligence and Machine Learning at the Global InfoSec Awards</li> <li>Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies</li> <li>CRN 100 list named BigID as one of the 20 Coolest Identity Access Management and Data Protection Companies (3 years running)</li> <li>DUNS 100 Best Tech Companies to Work for</li> <li>Top 3 Big Data and AI Vendors to Watch in the 2023 BigDATAwire Readers and Editors Choice Awards</li> <li>2024 Inc. 5000 list for the 4th consecutive year!</li> <li>Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity</li> </ul> <p>At BigID, our team is the foundation of our success. Join a people-centric culture that is fast-paced and rewarding: you’ll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration.</p></div><h3><strong>About the role</strong></h3> <p>When 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.</p> <h3><strong>What you’ll do</strong></h3> <ul> <li>Work directly with customer stakeholders to diagnose and resolve complex issues in production environments.</li> <li>Analyze logs, metrics, and product code to reproduce issues and identify root causes.</li> <li>Deliver fixes, workarounds, and configuration guidance tailored to each customer’s requirements.</li> <li>Coordinate across internal and customer teams to drive multi-party issues to resolution.</li> <li>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.</li> <li>Share deep technical knowledge through documentation, training, and mentorship across Support and with customers.</li> <li>Influence adjacent teams’ design decisions to support sound, system-wide architecture.</li> </ul> <h3><strong>What you’ll bring</strong></h3> <p><strong>Experience</strong></p> <ul> <li>7+ years in IT, including 2+ years in a customer-facing technical role, ideally implementing products in enterprise environments.</li> <li>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.</li> </ul> <p><strong>Technical skills</strong></p> <ul> <li><strong>Linux:</strong> hands-on installation, configuration, and management, including shell scripting, package managers (apt, yum), archiving tools, SSH/SFTP/SCP, NFS/SMB, and LDAP/Kerberos.</li> <li><strong>Containers:</strong> hands-on experience deploying and operating applications with Docker and Kubernetes.</li> <li><strong>Cloud:</strong> experience with AWS, Azure, or GCP.</li> <li><strong>Databases:</strong> working knowledge of SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB.</li> <li><strong>Programming:</strong> 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.</li> </ul> <p><strong>How you work</strong></p> <ul> <li>Excellent written and verbal communication, with the ability to explain technical concepts to engineers and non-technical stakeholders alike.</li> <li>Comfort managing competing priorities and switching between tasks without losing quality.</li> </ul> <h3><strong>Nice to have</strong></h3> <ul> <li>Bachelor’s degree in Computer Science, IT, or a related technical field (extensive relevant experience may substitute).</li> <li>Graduate degree in a technical or business discipline.</li> </ul> <p>We look for people who embody our values - Care, Do, Try & Shine.</p> <p><em>Care - We care about our customers and each other</em></p> <p><em>Do - We do what it takes to make a positive impact</em></p> <p><em>Try - We try our best, and we don’t give up</em></p> <p><em>Shine - We shine and make it our mission always to stand out</em></p> <p>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.</p><div class="content-conclusion"><p>We’re committed to creating a culture of inclusion and equality – across race, gender, sexuality, and disability – where innovation and growth thrive, every voice is heard, and everybody belongs. Learn more about us <a href="https://www.linkedin.com/company/bigid/life/1ebcf6b2-34ec-4fda-b860-8390551a5f57/?viewAsMember=true">here</a>.</p> <p><strong><a href="https://bigid.com/job-candidate-privacy-notice/" target="_blank">Job Candidate Privacy Notice</a></strong></p> <p><strong>Must be able to exercise independent judgment with little or no oversight.</strong></p> <p><strong>BigID is an E-Verify Participant.</strong></p></div>
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