Technical Support Engineer

BigID
Summary
Join BigID, a leading data security and privacy tech startup, as a Technical Support Engineer. You will provide high-quality support to enterprise clients, troubleshooting technical issues and collaborating with internal and client teams for successful resolutions. This role requires 2+ years of experience in a customer-facing IT role, a relevant undergraduate degree (or extensive experience), and proficiency in Linux-based systems and RDBMS. You will work closely with clients, document issues, and participate in on-call rotation. BigID offers a remote-first work environment, flexible PTO, comprehensive health benefits, equity participation, and learning and development opportunities.
Requirements
- 2+ years of professional experience in information technology in a customer-facing role โ preferably involved in product implementation and hands-on technical activities within enterprise corporate environments
- An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. A graduate degree in a technical or business discipline is a strong plus. (Extensive professional experience may be considered in lieu of a formal degree.)
- Meaningful experience with installation, configuration and management of Linux-based Operating Systems, including basic shell proficiency (bash, sh, ksh, tcsk, etc.), experience with package management systems (apt/dpkg, yum/rpm, etc.), file archiving tools (tar, gz, zip, bz2), remote access and file transfer protocols (SSH, SCP, SFTP/FTP), file sharing technology (NFS, CIFS/SMB), and authentication frameworks (LDAP, Kerberos)
- Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc
- Troubleshooting complex software issues, working from written and oral instructions as described by the technical support organization, sales organization, account managers and customers themselves
Responsibilities
- Work closely with client stakeholders to triage and troubleshoot technical issues
- Evaluate implementation results, deploy solution components and workarounds, and participate in the product configuration efforts in order to meet clientsโ specific requirements
- Engage with multi-discipline internal and client teams to ensure successful resolutions within customersโ environments
- Share knowledge of relevant technical areas at an applicable level of depth and detail within the Support organization
- Document and report product issues, enhancement requests raised in the field, and possible implementation flow improvements
- Participate in the team on-call rotation during weekends or holidays, a few times per year
Preferred Qualifications
Professional experience in Docker and Kubernetes deployments
Benefits
- Work from home with a global remote-first community
- Flexible PTO and Quarterly Volunteer Days
- Equity Participation
- 100% employer-covered medical, dental, and vision options available to you
- Additional insurance benefits like pet insurance and legal assistance
- Learning & Development Opportunities
- Fidelity Employer Sponsored 401K
- Paid Parental Leave
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