Job Description
About the position
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.
- Responsibilities
- 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 datapipeline tracing.
- Reproduce and isolate customer-reported issues in lab environments; identify bugs or platform limitations and work with Engineering to driveresolution.
- 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 rootcause 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 supportprocesses.
- 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.
- 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 customworkflows.
- Nice-to-haves
- Experience in working with enterprise customers in regulated or mission-critical industries is a plus.
- 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 forbirthing 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
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