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Technical Support EngineerMountain View, California, United States

BigPanda

Technical Support Engineer

Mountain View | California | United States

BigPanda's Autonomous Digital Operations platform enables enterprises to reduce cost, downtime, and risk by using Machine Learning to automate and streamline IT Operations. BigPanda transforms IT noise into actionable insights, with an incident management platform that helps IT Professionals in large organizations reduce alert noise, solve problems faster, and improve service performance. Join a world class team that is pioneering an emerging space with backing from top tier venture capital like Sequoia Capital, Battery Ventures, and TPG Growth.
The Role:
BigPanda is seeking an experienced Technical Support Engineer to join our fast growing team.
In this role, you will be the voice of the company and leverage your tech skills and creativity to solve our customers' issues and ensure their overall success and satisfaction.
Our support culture is a proactive one; we believe in keeping close relationships with our customers and are looking for people who enjoy high-touch customer engagement and technical challenges.
Working with industry-leading companies, you will be a game changer, enabling our customers to have less downtime than ever before.
Responsibilities:
  • Manage the day-to-day resolution of customer issues.
  • Drive timely incident resolutions while collaborating with the team and escalating as needed
  • Be a domain expert in the monitoring space and the BigPanda platform
  • Contribute to methodologies, best practices, and techniques to improve our support process
  • Assist with analyzing customer usage and finding solutions in order to increase customer success
  • Assist in onboarding new customers to the BigPanda Platform
Requirements
  • 3+ years in a customer-facing technical support role in a SaaS Company
  • Prior experience working with Enterprise customers
  • Excellent verbal and written communication skills
  • Experience with one of the following programing languages: Javascript, Python, Nodejs, Ruby
  • Familiarity with the monitoring and/or the ITSM space - Major Advantage
  • Attention to detail and excellent time management skills
  • Able to work locally from our Mountain View Office


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