Technical Support Engineer

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, collaborating with senior engineers to resolve technical issues. Responsibilities include troubleshooting, evaluating implementation results, deploying solutions, engaging with internal and client teams, documenting issues, and participating in on-call rotation. The ideal candidate possesses 2+ years of experience in a customer-facing IT role, a relevant undergraduate degree (or equivalent experience), and expertise in Linux-based OS management, RDBMS, Kubernetes deployments, and complex software troubleshooting. BigID offers equity participation and flexible work arrangements, along with other benefits based on location. We value a culture of inclusion and innovation.

Requirements

• 2+ years of professional experience in information technology in a customer-facing role – 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
• Professional experience in Kubernetes deployments
• Troubleshooting complex software issues, working from written and oral instructions as described by the technical support organization, sales organization, account managers and customers themselves
• Must be able to exercise independent judgment with little or no oversight

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 clients’ specific requirements
• Engage with multi-discipline internal and client teams to ensure successful resolutions within customers’ 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

Benefits

• Equity participation - everyone shares in our success
• Flexible work arrangements
• Other compulsory benefits based on country of residence