Staff Client Support Engineer
About The Position
BigID is seeking a Staff Client Support Engineer to serve as an escalation point for complex, high-impact production issues affecting enterprise customers. The role involves investigating root causes, delivering fixes and workarounds, and advocating for customer needs with Engineering and Product. The engineer will also strengthen the technical capabilities of the 25-person Support organization and influence product and system design. The position works directly with customer stakeholders and internal teams to diagnose and resolve issues, analyze logs, metrics, and product code, and provide customer-specific configuration guidance. It partners with Engineering and Product Management to prioritize bugs, enhancements, and implementation improvements, and shares technical expertise through documentation, training, and mentorship. The role requires independent judgment with little or no oversight and the ability to influence sound system-wide architecture decisions.
Requirements
- 7+ years in IT, including 2+ years in a customer-facing technical role; ideally with experience implementing products in enterprise environments.
- Strong troubleshooting skills on complex software systems and the self-direction to work through difficult problems independently, starting from written and verbal descriptions from support teams, account managers, and customers.
- Hands-on Linux installation, configuration, and management, including shell scripting, package managers (apt, yum), archiving tools, SSH/SFTP/SCP, NFS/SMB, and LDAP/Kerberos.
- Hands-on experience deploying and operating applications with Docker and Kubernetes.
- Experience with AWS, Azure, or GCP.
- Working knowledge of SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB.
- Proficiency in at least one of Python, JavaScript, C++, C#, or Java, including writing scripts or code to diagnose issues and build workarounds.
- Excellent written and verbal communication, with the ability to explain technical concepts to engineers and non-technical stakeholders.
- Ability to manage competing priorities and switch between tasks without losing quality.
- Ability to exercise independent judgment with little or no oversight.
Nice To Haves
- Experience with more than one programming language among Python, JavaScript, C++, C#, or Java.
- 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.
Responsibilities
- 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.
Benefits
- Variable/bonus compensation and equity incentives aligned with individual and company performance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
