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Escalations Engineer

BigID

BigID

Other Engineering
Phoenix, AZ, USA
Posted on Thursday, May 11, 2023

Who we are:

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and governance. 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.

We are building a global team with a passion for innovation and next-gen technology. BigID has been recognized for being one of CNBC’s Top 25 Startups powering the economy, we're on Built In's 2023 Best Places to Work, #21 on the 2022 Deloitte 500 (most innovative, fastest-growing companies in North America) and we’re on the 2022 Inc 5000.

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.

Who we seek:

We are looking for a skilled Escalations Engineer with programming knowledge looking to join a fast-paced, and high-energy escalations team. Working on resolving customer issues, designing large complex deployments, improving the products and training other tiers. Successful candidates will need to be very detail-oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high-priority issues simultaneously and effectively lead a remote team to resolution.

What you’ll do:

  • Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers themselves.
  • Owning 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.
  • Playing a key role in feature design activities and having in depth understanding of features.
  • Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
  • Work with QA and development teams to recommend resolutions, provide insights and make sure issues fixes are being properly implemented into the products.
  • Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.

What you’ll bring:

  • Strong troubleshooting skills and methodological approach.
  • Previous experience with customers (working directly and on-site visits).
  • Excellent communication (written and oral) and teamwork skills.
  • Demonstrated experience in writing code projects with Python and Java – major advantage
  • Experience working with various data bases and with MongoDB – an advantage
  • Knowledge in networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, network components.
  • Experience with Kubernetes and other container orchestration technologies – an advantage
  • 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, build environments.
  • IT experience (large organizations – advantage).

What’s in it for you?

Our people are the foundation of our success, and we place a high priority on offering a wide range of benefits that make our team happier and healthier.

  • Equity participation - everyone shares in our success
  • Flexible work arrangements
  • Medical, Dental, Vision, 401k - that go into effect your first day

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

  • Care - We care about our customers and each other
  • Do - We do what it takes to make a positive impact
  • Try - We try our best and we don’t give up
  • Shine - We shine and make it our mission to always stand out

BigDiversity: We’re committed to creating a culture of inclusion, diversity, and equality – across race, gender, sexuality, disability and neurodiversity – where innovation and growth thrives, every voice is heard, and everybody belongs.

The annual base salary range is $125,000 – $145,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

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