Staff Technical Support Engineer

BigPanda is seeking a Staff Technical Support Engineer to join its Customer Support organization. The successful candidate will provide technical assistance to B2B SaaS customers, troubleshoot complex issues, and ensure high customer satisfaction.

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.
• Experience in working with enterprise customers in regulated or mission-critical industries is a plus.
• Participation in an on-call rotation for incident response is required.
• Proficiency with support and case management tools (e.g., Zendesk, Salesforce, JIRA).

Benefits

• Competitive equity
• Remote-first environment
• Unlimited PTO
• Twelve (12) paid holidays throughout the year
• Comprehensive health benefits
• #PandaParent support
• 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