Staff Technical Support Engineer

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