Staff Technical Support Engineer
About the position We are looking for an experienced Backline Support Engineer to join our Customer Support organization. In this role, you will provide enterprise-grade technical assistance to our B2B SaaS customers by troubleshooting complex issues, managing critical incidents, and ensuring high customer satisfaction through precise and responsive communication. You will play a critical role in ensuring our customers derive maximum value from the BigPanda platform, a mission-critical system in their operational toolchain. This role requires a proactive mindset, strong diagnostic skills, and the ability to navigate large-scale environments with confidence and professionalism. You will be working with highly technical customers, DevOps engineers, SREs, and IT operations teams across various industries.
Responsibilities
- Service Level Management
- Ensure all support cases are handled in accordance with established SLA and
SLO targets for response and resolution times.
- Monitor and manage ticket queues to prevent SLA breaches, particularly for
high-priority and strategic customer cases.
- Proactively communicate status updates, risks, and delays to customers and
internal stakeholders.
- Partner with Support Leadership to identify opportunities to improve SLA
adherence and support efficiency.
- Advanced Troubleshooting & Root Cause Analysis
- Lead the resolution of complex technical support cases involving BigPanda’s
real-time event correlation and incident management platform.
- Perform in-depth troubleshooting of distributed systems and microservices
architectures, including log analysis, performance profiling, and data pipeline tracing.
- Reproduce and isolate customer-reported issues in lab environments;
identify bugs or platform limitations and work with Engineering to drive resolution.
- Utilize tools such as Grafana, Linux CLI, and database queries
(MongoDB/SQL) to investigate alerts, anomalies, and system behavior.
- Customer Communication & Enterprise Incident Management
- Serve as the technical point of contact during major incidents, providing
detailed updates to both technical and non-technical stakeholders.
- Manage high-priority escalations and work across Support, SRE, and Product
Engineering teams to coordinate effective resolution plans.
- Maintain proactive, professional communication and ensure customers are
informed at each stage of an issue lifecycle, from initial triage to root cause and follow-up actions.
- Operational Excellence & Knowledge Sharing
- Create and maintain internal documentation, troubleshooting guides, and
knowledge base articles to improve team efficiency and knowledge sharing.
- Mentor frontline support engineers on advanced troubleshooting techniques
and complex customer issues.
- Identify opportunities to improve support processes, tooling, and
escalation workflows to enhance overall support effectiveness.
- Escalation & Collaboration
- Identify, escalate, and manage technical issues requiring advanced product
expertise or code-level investigation.
- Participate in incident reviews, case escalations, and cross-functional
collaboration initiatives to improve product reliability and support processes.
- Identify recurring product issues and trends through case analysis and
share insights with Product and Engineering teams.
- Work closely with Engineering to triage, prioritize, and track bugs
impacting customers.
- Strategic Account Support (If assigned)
- Serve as the dedicated technical support engineer and single point of
contact for strategic or high-value customer accounts.
- Partner with customers to prioritize support cases, product suggestions,
and feature requests.
- Lead regular technical check-ins with key stakeholders to review open
issues, align on priorities, and reduce resolution times.
Requirements
- 5 years of experience in a technical support, application support, or DevOps
support role, within a B2B SaaS company.
- Strong analytical and diagnostic skills with a deep understanding of modern
infrastructure, APIs, and monitoring systems.
- Exceptional communication skills, capable of translating complex technical
details into clear, concise information for enterprise customers.
- Demonstrated ability to manage multiple priorities and respond effectively in
high-pressure, time-sensitive situations.
- Participation in an on-call rotation for incident response is required.
- Proficiency with support and case management tools (e.g., Zendesk,
Salesforce, JIRA).
- Strong understanding of ITSM, incident management workflows, and integrations
with enterprise tools like ServiceNow, PagerDuty, or Slack.
- Hands-on experience with:
- Grafana or equivalent observability/monitoring platforms
- Linux CLI for system diagnostics and troubleshooting
- MongoDB, SQL, and AWS for backend analysis and infrastructure insight
- Strong Proficiency with programming or scripting languages such as
JavaScript, Python, or Node.js for debugging API payloads or custom workflows. Nice-to-haves
- Experience in working with enterprise customers in regulated or
mission-critical industries is a plus.
Benefits
- Competitive equity
- Remote-first environment
- Unlimited PTO
- Twelve (12) paid holidays throughout the year
- Comprehensive health benefits
- #PandaParent support. Financial assistance for fertility, adoption, and
surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing 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 along with a work-from-home stipend to support
remote work arrangements
- Values-based culture
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