[Hiring] Staff Client Support Engineer @BigID

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Annual base salary range is $120,000-$140,000.
• Salaries will vary based on a candidate’s qualifications, skills, and competencies.
• Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

Company Description

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.

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.