Customer Support Engineer

Customer Support Engineer

Location requirements:

Remote Based. Open to candidates in the United States. 

About the Role:

BigPanda is seeking a Customer Support Engineer to join the Customer Operations team within the Support organization.

The Customer Operations team is responsible for proactively monitoring BigPanda, detecting any issues within BigPanda, and proactively notifying impacted customers. They are also responsible for troubleshooting and resolving any technical issues from Customers.

Our support culture is a proactive one; we believe in keeping close relationships with our customers and are looking for people who enjoy high-touch customer engagement and technical challenges. By joining the Customer Operations team, you will be enabling our customers to have a great experience. 

What you will do:

• Triage or troubleshoot technical problems, using standard operating procedures to resolve or escalate to other teams
• Work with the backoffice teams (R&D, SRE, DevOps and Product Management) to identify and address any reported technical issues
• Manage assigned incident in a collaborative manner while working with teams such as Support, Engineering, Professional Services through incident resolution
• Contribute to methodologies, best practices, and techniques to improve our Customer Operations process
• Resolve pages and engage on escalations identified from monitoring & observability solutions

What skills and experience you’ll bring to BigPanda:

• 2-3 years in a customer-facing tech support role, preferably at a SaaS company
• Ability to work on-call from time to time
• Excellent verbal and written customer-facing communication skills
• Prior experience working with Enterprise customers
• Experience with AWS Cloud Base technology 
• Familiarity with the monitoring and/or the ITSM space, some familiarity with Javascript, Python, Nodejs a plus
• Great Customer Centric attitude
• Ability to work effectively with remote team members

About Us:

BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.

With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, Abbott, Marriott, Expedia and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.

BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners. 

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career. 

Our Benefits:

• Competitive equity
• Remote-first environment
• Unlimited PTO 
• Comprehensive health benefits
• #PandaParent support. Combined total of 18 weeks fully paid leave for all new parents
• Financial planning services
• Employee learning & development budget
• Values-based recognition (quarterly and annually)
• Social community & ERG programs
• Dog friendly office
• Lunches provided in office
• Flexible work environment
• Values-based culture

Please note that visa sponsorship is not available for this position.

Pay Scale: $74,000-$88,000 USD Annually

BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run three (3) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience.

BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Note: BigPanda is an E-Verify Employer

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].