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Remote Technical Support Engineer

BigID · Charlotte, North Carolina, US, United States Of America · Remote

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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:

A motivated and self-driven Technical Support Engineer to provide high-quality support to our enterprise customers, being their advocate in collaborating with our Sr. Support Engineers team to drive issues to resolution.  

What you’ll do:

  • Work closely with client stakeholders to triage and troubleshoot technical issues
  • Evaluate implementation results, deploy solution components and workarounds, and participate in the product configuration efforts in order to meet clients’ specific requirements
  • Engage with multi-discipline internal and client teams to ensure successful resolutions within customers’ environments
  • Share knowledge of relevant technical areas at an applicable level of depth and detail within the Support organization
  • Document and report product issues, enhancement requests raised in the field, and possible implementation flow improvements
  • Participate in the team on-call rotation during weekends or holidays, a few times per year

What you’ll bring:

  • 2+ years of professional experience in information technology  in a customer-facing role – preferably involved in product implementation and hands-on technical activities within enterprise corporate environments
  • An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. A graduate degree in a technical or business discipline is a strong plus. (Extensive professional experience may be considered in lieu of a formal degree.)
  • Meaningful experience with installation, configuration and management of Linux-based Operating Systems, including basic shell proficiency (bash, sh, ksh, tcsk, etc.), experience with package management systems (apt/dpkg, yum/rpm, etc.), file archiving tools (tar, gz, zip, bz2), remote access and file transfer protocols (SSH, SCP, SFTP/FTP), file sharing technology (NFS, CIFS/SMB), and authentication frameworks (LDAP, Kerberos)
  • Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc.
  • Professional experience in Docker and Kubernetes deployments - an advantage
  • Troubleshooting complex software issues, working from written and oral instructions as described by the technical support organization, sales organization, account managers and customers themselves.

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

The annual base salary range is $95,000 - $115,000. Actual salaries will vary and are 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.

BigBenefits: 

💻 Work from home with a global remote-first community

🏆 Global Culture Corner

🏝️ Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

🏥 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

💰 Fidelity Employer Sponsored 401K 

📣 Robust DEI Program with several vibrant ERG communities

🍼 Paid Parental Leave

#LI-Remote

#LI-AR1

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.

CPRA Employee Privacy Notice: CA 

BigID is an E-Verify Participant.