Escalation 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 Hot Company in Artificial Intelligence and Machine Learning at the 2024 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 Of 2024 (2 years running)
• DUNS 100 Best Tech Companies to Work For in 2024
• 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.

Who we seek:

We’re looking for a skilled Escalation Engineer who's interested in joining a fast-paced and high-energy escalations team. You’ll work on product development from fixes through enhancements, resolving customer issues, and training other tiers. The successful candidate will be very detail-oriented, highly organized, and have excellent organizational and communication skills. They’ll need to be able to manage multiple high-priority tasks simultaneously, and effectively drive customer product issues to resolution.

What you’ll do:

• Troubleshoot complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers.
• Own 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.
• Develop and modify product modules as a solution to issues or gaps reported by customers.
• Develop and modify product modules to enhance capabilities and growth according to the company’s roadmap.
• Play a key role in feature design activities and have an in-depth understanding of features.
• Work with QA teams to recommend resolutions, provide insights, and ensure that issue fixes are properly implemented into our products.
• Actively partake in company-internal training sessions, compile materials, and deliver them to other tiers.

What you’ll bring:

• Strong troubleshooting skills and a methodical approach.
• Programming skills: Java and node.js are required.
• Experience with software management and deployment systems (like Jenkins, GIT, AWS, Azure, and others).
• Previous experience working directly with customers, including on-site visits 
• Excellent written and oral communication and teamwork skills.
• Knowledge of networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, and network components.
• Experience with Kubernetes and other container orchestration technologies.
• 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, and build environments.
• Experience working with various databases and with MongoDB – an advantage

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

What’s in it for you?!

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

• Flexible work arrangements 
• Other compulsory benefits based on country of residence

#LI-Remote

#LI-AT1

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.

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