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