Technical Support Engineer

As a Technical Support Engineer at BigID, your primary responsibilities include troubleshooting and resolving technical issues for enterprise customers, closely collaborating with stakeholders to ensure solutions meet their needs, and participating in product configuration efforts. You will also share your expertise with the team to improve documentation and processes, maintaining a customer advocacy mindset throughout.

The Technical Support Engineer position at BigID requires at least 2 years of professional IT experience in a customer-facing role, preferably involving product implementation. Candidates should have a foundational knowledge of Linux-based systems and experience with RDBMS, as well as troubleshooting complex software issues. An undergraduate degree in Computer Science or a related field is preferred, though significant experience may substitute for formal education.

BigID is committed to fostering the growth of its Technical Support Engineers through comprehensive learning and development opportunities. Employees receive access to ongoing training, participation in a vibrant culture of collaboration, and the ability to engage in innovative projects that challenge and enhance their skill sets.

BigID offers an impressive array of benefits for its Technical Support Engineers, including remote work options, flexible PTO, 100% employer-covered health benefits, equity participation, and additional perks like pet insurance and legal assistance. We believe in taking care of our employees both professionally and personally!

At BigID, we cultivate a people-centric work culture that emphasizes innovation, diversity, and collaboration. As a Technical Support Engineer, you will be part of a supportive community that values integrity and encourages every team member to shine and contribute toward a mission of data excellence.

When answering this question, give specific examples of past experiences where you successfully diagnosed and resolved technical problems, emphasizing your analytical skills and ability to stay calm under pressure. Detail the tools and processes you used and highlight how your troubleshooting led to customer satisfaction.

Discuss your hands-on experience with various Linux distributions, mentioning your proficiency with command-line tools, package management, and any tasks involving server maintenance. Be sure to highlight specific situations where you applied this knowledge effectively in technical support roles.

It’s critical to demonstrate empathy and effective communication skills. Explain how you'd actively listen to the customer's concerns, reassure them that you are there to help, and outline your plan for resolving their issue. Focus on collaboration and follow-up to keep the customer informed throughout the process.

Mention any specific incident management tools or ticketing systems you are familiar with, describing how you utilized these tools to track issues, prioritize them, and communicate with both customers and team members effectively. Relate this to your ability to maintain organization in high-pressure situations.

If applicable, describe your experience managing containerized applications. Discuss specific instances where you’ve deployed, monitored, or troubleshooted Docker containers or Kubernetes clusters, emphasizing your ability to adapt these technologies to meet client needs while ensuring high availability.

Explain your method for assessing implementation outcomes, highlighting your attention to detail and systematic thinking. Discuss any relevant metrics you track, how you gather feedback from clients, and how you use this information to propose solutions or enhancements.

Discuss your familiarity with various RDBMS, detailing how you've used SQL for data manipulation or management. Provide examples of how you've utilized databases in past roles to resolve customer issues or during implementations to meet specific requirements.

This question allows you to reflect on the importance of empathy, communication skills, and technical expertise. Stress that being proactive in problem resolution, a keen ability to listen, and the capability to learn quickly from challenges are essential qualities in providing superior technical support.

Demonstrate your commitment to continuous learning by mentioning resources like online courses, tech blogs, webinars, or community forums that you engage with regularly. Additionally, discuss participation in relevant training programs or certification pursuits that keep you updated with industry trends.

Showcase your research about BigID, discussing the significance of their AI-driven solutions in data management, compliance, and security. Mention specific products or features that stand out to you and how they can impact businesses positively.