Staff Client Support Engineer

bigid; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

BigID is seeking a senior escalation engineer to own complex production issues for enterprise customers. You will investigate problems across the software stack, reproduce faults from logs and metrics, and drive fixes and workarounds to resolution while guiding the wider support organization.

You will collaborate with engineering and product teams to prioritize defects by customer impact, document findings, train staff, and contribute to robust, scalable system design.

Qualifications

• At least seven years IT experience, with 2+ in a customer-facing technical role.
• Strong, self-directed troubleshooting across complex software systems.
• Hands-on Linux administration, including shell scripting and authentication services.
• Experience deploying Docker and Kubernetes; familiarity with major cloud platforms.
• Proficiency in at least one programming language for diagnostic scripts.
• Clear written and verbal communication; independent judgment and prioritization.

Responsibilities

• Diagnose and resolve difficult production issues with customer stakeholders.
• Reproduce problems by examining logs, metrics, configurations, and product code.
• Provide tailored fixes, workarounds, and configuration advice based on environments.
• Coordinate customer and internal teams to resolve issues involving multiple parties.
• Prioritize defects and improvements with engineering/product based on impact.
• Share technical knowledge through documentation, training, and mentoring.

Skills

Complex troubleshooting

Customer-facing experience

Programming for diagnostics

Education

Bachelor's in CS/IT

Tools

Docker

Kubernetes

Cloud platforms

Job description

Role overview

Serve as the senior escalation engineer for complex, high-impact issues affecting enterprise customers in production. You will investigate problems across the software stack, drive fixes and workarounds through to resolution, and strengthen the wider support organization through technical guidance and product feedback.

Responsibilities

• Work with customer stakeholders to diagnose and resolve difficult production issues.
• Reproduce problems by examining logs, metrics, configurations, and product code, then identify their underlying causes.
• Provide tailored fixes, workarounds, and configuration advice based on customer environments.
• Coordinate customer and internal teams to resolve issues involving multiple parties.
• Partner with engineering and product colleagues to prioritize defects and improvements using customer impact and evidence.
• Share technical knowledge through documentation, training, and mentoring, and contribute to sound system-wide design.

Requirements

• At least seven years of IT experience, including two or more years in a customer-facing technical role; enterprise implementation experience is useful.
• Strong, self-directed troubleshooting skills across complex software systems, including investigating issues from incomplete written or verbal reports.
• Hands-on Linux administration, including shell scripting, package management, file transfer, network file systems, and directory or authentication services.
• Experience deploying and operating Docker and Kubernetes applications, and familiarity with at least one major cloud platform.
• Working knowledge of relational or document databases and proficiency in at least one programming language for diagnostic scripts or workarounds.
• Clear written and verbal communication, independent judgment, and the ability to manage competing priorities.

Nice to have

• A bachelor's degree in computer science, IT, or a related technical area; substantial relevant experience may substitute. A graduate degree is also a plus.

Benefits and work setup

• The listed US base salary range is $120,000-$140,000. Additional variable compensation and equity incentives may be tied to individual and company performance.