Be an Early Applicant
We organize and mobilize the world’s ITOps and DevOps data.
The Role
Provides technical support to B2B SaaS customers using monitoring and cloud tools such as Datadog, AWS, and Grafana. Troubleshoots application, infrastructure, API, and incident-management issues; communicates with customers and stakeholders during incidents; collaborates with DevOps, SRE, and IT operations teams; escalates complex cases; and participates in an on-call rotation.
Summary Generated by Built In
Location requirements:
You’ll be required to work out of the office 3 days a week.
About the Role:
We're looking for an experienced and technically adept Customer Support Engineer to join our frontline Customer Support team. In this role, you'll provide enterprise-grade technical assistance to our B2B SaaS customers by troubleshooting issues, supporting incidents, and ensuring high customer satisfaction through precise, responsive communication.
The team sits within our global Customer Support organization, which provides 24x7 follow-the-sun coverage across EMEA and the US. You'll be the first technical point of contact for every support case, working directly with DevOps engineers, SREs, and IT operations teams, and escalating the most complex cases to our Backline team with clear context so nothing gets stuck or repeated.
What you will do:
- Troubleshoot technical support cases across BigPanda's AI-powered IT operations and incident management platform
- Investigate alerts and system behavior using tools like Datadog, AWS, Grafana, and advanced AI tools, among others
- Serve as a technical point of contact during incidents, keeping customers and stakeholders informed start to finish
What skills and experience you’ll bring to BigPanda:
- 3+ years of experience in a technical support, application support, or DevOps support role, ideally within B2B SaaS
- Strong analytical and diagnostic skills with a solid understanding of infrastructure, APIs, and monitoring systems
- Excellent communication skills, able to translate complex technical detail for enterprise customers
- Excellent written and spoken English, with the ability to communicate clearly and professionally with customers over email and calls
- Ability to manage multiple priorities and respond effectively in high-pressure, time-sensitive situations
- Understanding of ITSM and incident management workflows, and tools like ServiceNow, PagerDuty, or Slack
- Willingness to participate in an on-call rotation for incident response
About Us:
BigPanda delivers AI-powered IT operations and incident management. We enable enterprise IT to keep their digital world running by fixing reactive and chaotic processes. Our enterprise SaaS platform transforms IT noise into insights for faster detection & triage, and surfaces siloed knowledge into situational awareness for faster investigation & remediation. BigPanda increases the speed and productivity of Ops and Incident management teams, which is why the world's most trusted brands rely on BigPanda to improve operational efficiency and deliver exceptional service reliability to their customers.
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
- Hybrid work schedule
- Company funded health insurance
- 6 weeks fully paid Parental Leave
- Critical Family Medical Leave
- Financial planning services
- Employee learning & development budget
- Values-based recognition (quarterly and annually)
- Social community & ERG programs
- FreeFit gym package
- Work-life harmony
- Dog friendly office
Skills Required
- 3+ years of experience in technical support, application support, or DevOps support
- Experience within B2B SaaS
- Strong analytical and diagnostic skills
- Understanding of infrastructure, APIs, and monitoring systems
- Excellent written and spoken English
- Ability to communicate complex technical details clearly to enterprise customers
- Ability to manage multiple priorities in high-pressure, time-sensitive situations
- Understanding of ITSM and incident-management workflows
- Experience with tools such as ServiceNow, PagerDuty, or Slack
- Willingness to participate in an on-call rotation
- Ability to work from the office three days per week
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
BigPanda is the only Event Correlation and Automation platform built for domain-agnostic AIOps. We transform how IT teams prevent outages and resolve incidents by turning data into insights and action. Without BigPanda, IT Ops and DevOps teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation. Fortune 500 enterprises such as Intel, Cisco, United, Nike, Marriott and Expedia rely on BigPanda to prevent outages, reduce costs, and give their teams time back for digital transformation. BigPanda helps organizations take a giant step towards Autonomous IT Operations by turning IT noise into insights and manual tasks into automated actions. BigPanda is backed by top-tier investors including Sequoia Capital, Mayfield, Battery Ventures, Greenfield Partners and Insight Partners. Visit www.bigpanda.io for more information.
Gallery
.png){kind=logo}
