Location requirements:
Remote based role. Open to candidates in the United States.
About the Role:
We are looking for an experienced Backline Support Engineer to join our Customer Support organization. In this role, you will provide enterprise-grade technical assistance to our B2B SaaS customers by troubleshooting complex issues, managing critical incidents, and ensuring high customer satisfaction through precise and responsive communication. You will play a critical role in ensuring our customers derive maximum value from the BigPanda platform, a mission-critical system in their operational toolchain.
This role requires a proactive mindset, strong diagnostic skills, and the ability to navigate large-scale environments with confidence and professionalism. You will be working with highly technical customers, DevOps engineers, SREs, and IT operations teams across various industries.
What you will do:
- Service Level Management
- 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.
- Advanced Troubleshooting & Root Cause Analysis
- 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.
- Customer Communication & Enterprise Incident Management
- 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.
- Operational Excellence & Knowledge Sharing
- 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.
- Escalation & Collaboration
- 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.
- Strategic Account Support (If assigned)
- 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.
What skills and experience you’ll bring to BigPanda:
- 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.
- 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).
- 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.
About Us:
BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.
With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.
BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners.
We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career.
Our Benefits:
- Competitive equity
- Remote-first environment
- Unlimited PTO
- Twelve (12) paid holidays throughout the year
- Comprehensive health benefits
- #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.
- 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
Please note that visa sponsorship is not available for this position.
Market competitive salary with an anticipated base compensation range of $136,000- $160,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location
BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run two (2) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience.
BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Note: BigPanda is an E-Verify Employer
If you need assistance or an accommodation due to a disability, you may contact us at
[email protected].