BigPanda is a fast-growing, values-driven global company that enables Tech Ops teams to keep the digital economy running. The Staff Technical Support Engineer will provide enterprise-grade technical assistance to B2B SaaS customers, troubleshoot complex issues, and ensure high customer satisfaction through effective communication.
Responsibilities:
- 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
- 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
- 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
- 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
- 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
- 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
- Experience in working with enterprise customers in regulated or mission-critical industries is a plus