When a BigID enterprise customer hits a complex, high-impact issue in production, you’re the escalation point. As a Staff Client Support Engineer, you’ll find root causes, deliver fixes and workarounds, and advocate for customers with Engineering and Product. You’ll also raise the technical capability of our 25-person Support organization and influence product and system design.

Work directly with customer stakeholders to diagnose and resolve complex issues in production environments.

Analyze logs, metrics, and product code to reproduce issues and identify root causes.

Deliver fixes, workarounds, and configuration guidance tailored to each customer’s requirements.

Coordinate across internal and customer teams to drive multi-party issues to resolution.

Partner with Engineering and Product Management to prioritize bugs, enhancements, and implementation improvements based on customer impact, using data and experience balanced against business constraints.

Share deep technical knowledge through documentation, training, and mentorship across Support and with customers.

Influence adjacent teams’ design decisions to support sound, system-wide architecture.

What you’ll bring

7+ years in IT, including 2+ years in a customer-facing technical role, ideally implementing products in enterprise environments.

Strong troubleshooting skills on complex software systems, with the self-direction to work hard problems through independently, starting from written and verbal descriptions from support teams, account managers, and customers.

Technical skills

Staff Client Support Engineer

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Bigid

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