Escalation Engineer

Summary

Join BigID, a leading data security and privacy tech startup, as an Escalation Engineer. You will be part of a fast-paced, high-energy team resolving complex customer issues, contributing to product development, and training others. This role requires strong troubleshooting and programming skills (Java and node.js), experience with software management and deployment systems, and excellent communication skills. You will work directly with customers, contributing to feature design, and collaborating with QA teams. BigID offers a people-centric culture and flexible work arrangements.

Requirements

• Strong troubleshooting skills and a methodical approach
• Programming skills: Java and node.js are required
• Experience with software management and deployment systems (like Jenkins, GIT, AWS, Azure, and others)
• Previous experience working directly with customers, including on-site visits
• Excellent written and oral communication and teamwork skills
• Knowledge of networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, and network components
• Experience with Kubernetes and other container orchestration technologies
• Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more
• Prior experience working in a commercial development environment: formal QA, best practices for development, schedules, processes, defect queues, code management, and build environments

Responsibilities

• Troubleshoot complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers
• Own internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues
• Develop and modify product modules as a solution to issues or gaps reported by customers
• Develop and modify product modules to enhance capabilities and growth according to the company’s roadmap
• Play a key role in feature design activities and have an in-depth understanding of features
• Work with QA teams to recommend resolutions, provide insights, and ensure that issue fixes are properly implemented into our products
• Actively partake in company-internal training sessions, compile materials, and deliver them to other tiers

Preferred Qualifications

Experience working with various databases and with MongoDB

Benefits

• Flexible work arrangements
• Other compulsory benefits based on country of residence