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 Science, IT, or a related technical field (extensive relevant experience may substitute). - Graduate degree in a technical or business discipline. 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 always to stand out US Roles: The annual base salary range is $120,000-$140,000. Salaries will vary 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. We’re committed to creating a culture of inclusion and equality – across race, gender, sexuality, and disability – where innovation and growth thrive, every voice is heard, and everybody belongs. Learn more about us here. Job Candidate Privacy Notice Must be able to exercise independent judgment with little or no oversight. BigID is an E-Verify Participant.