Technical Support Engineer

BigID

Austin, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/15/2021
  • Website: bigid.com
  • Company Address: 524 Broadway, New York, NY, 10012

About BigID

BigID is transforming how enterprises protect and manage the privacy of personal data.

Job Description

Who we are:

BigID’s data intelligence platform enables organizations to know their enterprise data and take action for privacy, protection, and perspective. BigID empowers customers to know their data, take action from their data, and unleash the value of their data.

Headquartered in New York City with a worldwide presence, we are building a global team with a passion for innovation and next-gen technology. BigID has been recognized for its data intelligence innovation as a World Economic Forum Technology Pioneer, named to the 2020 Forbes Cloud 100, a Business Insider 2020 AI Startup to Watch, and an RSA Innovation Sandbox winner.

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, integrity, and teamwork.

Who we seek:

You will be responsible for providing exceptional product assistance, helping with configuration questions, capturing enhancement requests, as well as troubleshooting and researching product issues.  You will work with customers, other support and services team members, and our engineering organization to resolve complex problems, and be an advocate for our clients within BigID. You will have prior experience providing technical support to enterprise customers at the Tier 2 or Tier 3 level.  A software development background and/or escalation management experience is a strong plus.

What you’ll do:

  • Work closely with clients to understand their requests, develop an appropriate plan of action to resolve their concerns or questions, and engage appropriate resources to execute the plan
  • Provide clients with timely updates to their concerns or questions while resolution is in progress
  • Provide language support to other team members, management, and engineering staff as needed to help resolve client concerns or questions.
  • Work closely with our Engineering and Product Management teams to document product issues, enhancement requests raised in the field, and possible product improvements  
  • Act as a Voice-of-the-Customer to help prioritize issues, requests, and improvements
  • Partner with our Client Services team during solution deployments engagements and assist in resolving encountered issues
  • Develop in-depth technical knowledge of the product and its interaction in highly varied technology environments

What you’ll bring:

  • 5+ years of experience in IT or technical product support, supporting external customers within enterprise corporate environments  
  • An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. (or equivalent professional experience)
  • Experience with installation, configuration and management of UNIX or Linux-based Operating Systems including basic shell proficiency (bash, sh, ksh, tcsh, 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), file sharing technology (NFS, SMB/CIFS), and authentication frameworks (LDAP, Kerberos)
  • Experience with DevOps, specifically with Docker and Kubernetes
  • Experience with network troubleshooting, including the use of network debugging tools such as nmap, nc, curl, Wireshark, and mtr. Familiarity with SSL, firewall and routing concepts as well as commonly used network protocols.
  • Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc.
  • Excellent communication and organization skills
  • Strong troubleshooting skills and a methodical approach to issue resolution

You’ll stand out if you have:

  • Experience with multiple RDBMS systems
  • Experience with no-SQL data-stores (MongoDB, Cassandra, DynamoDB) and/or Hadoop technologies (such HDFS, Hive, HBase, etc.)
  • Experience with Kerberos, Active Directory, or LDAP
  • Experience implementing or supporting enterprise security products such as DLP, UEBD, SIEM, IAM, PIM, etc.
  • Some background in application development with HTML5, JQuery, web services, etc.
  • Real life experience with privacy regulation, compliance, and audit processes

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
  • Open vacation policy - take it when you need it 
  • 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

Diversity & Inclusion: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. Come as you are.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.