Escalations Engineer - Zurich

at  BigID

WHO WE ARE:

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and governance. 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.

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 are looking for a skilled Escalations Engineer with programming knowledge looking to join a fast-paced, and high-energy escalations team. Working on resolving customer issues, designing large complex deployments, improving the products and training other tiers. Successful candidates will need to be very detail oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high priority issues simultaneously and effectively lead a remote team to resolution.

• Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers and customers themselves.
• Owning 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.
• Playing a key role in feature design activities and to have in depth understanding of features.
• Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
• Work with QA and development teams to recommend resolutions, provide insights and make sure issues fixes are being properly implemented into the products.
• Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.