Staff Client Support Engineer

Who we are:

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and AI data management. 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 passionate about innovation and next-gen technology. BigID has been recognized for:

- BigID named one of Forbes America's Best Startup Employers 2026 - ranked #15 overall and #1 in Security

- BigID named Hot Company in Artificial Intelligence and Machine Learning at the Global InfoSec Awards

- Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies

- CRN 100 list named BigID as one of the 20 Coolest Identity Access Management and Data Protection Companies (3 years running)

- DUNS 100 Best Tech Companies to Work for

- Top 3 Big Data and AI Vendors to Watch in the 2023 BigDATAwire Readers and Editors Choice Awards

- 2024 Inc. 5000 list for the 4th consecutive year!

- Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity

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.

About the role

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.

What you’ll do

- 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

Experience

- 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

- Linux: hands-on installation, configuration, and management, including shell scripting, package managers (apt, yum), archiving tools, SSH/SFTP/SCP, NFS/SMB, and LDAP/Kerberos.

- Containers: hands-on experience deploying and operating applications with Docker and Kubernetes.

- Cloud: experience with AWS, Azure, or GCP.

- Databases: working knowledge of SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB.

- Programming: proficiency in at least one language (Python, JavaScript, C++, C#, or Java), including writing scripts or code to diagnose issues and build workarounds. Experience in more than one is a plus.

How you work

- Excellent written and verbal communication, with the ability to explain technical concepts to engineers and non-technical stakeholders alike.

- Comfort managing competing priorities and switching between tasks without losing quality.

Nice to have

- Bachelor’s degree in Computer Scie