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Staff Client Support Engineer

Remote- USA East Coast

Who we are:

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.

We are building a global team passionate about innovation and next-gen technology. BigID has been recognized for: 

  • BigID named one of Forbes America's Best Startup Employers 2026 - ranked #15 overall and #1 in Security
  • BigID named Hot Company in Artificial Intelligence and Machine Learning at the Global InfoSec Awards
  • Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies
  • CRN 100 list named BigID as one of the 20 Coolest Identity Access Management and Data Protection Companies (3 years running)
  • DUNS 100 Best Tech Companies to Work for
  • Top 3 Big Data and AI Vendors to Watch in the 2023 BigDATAwire Readers and Editors Choice Awards
  • 2024 Inc. 5000 list for the 4th consecutive year!
  • Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity

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.

About the role

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.

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.
  • You’ll cover on-call for a full weekend 2-3 times per year, scheduled in advance, with on-call pay.

What you’ll bring

Experience

  • 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.

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 here.

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