Escalation Support Software Engineer

| Chicago, IL, USA | Hybrid
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BigTime Software is seeking an Escalation Support Software Engineer to join our Chicago office. As a dynamic Escalations Engineer, you will serve as a final point of contact for customer issues that Level One and Two support teams cannot resolve. This is an exciting opportunity to join a team of talented individuals who are passionate about providing a great customer experience while helping solve problems they might be experiencing.
The right candidate will be a self-starter, possess excellent troubleshooting and reasoning abilities, and possess strong written and verbal communication skills along with a desire to work on networking, security, proxy, web, DLP and other client-server technologies.
Who is BigTime?
We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry.
BigTime is a PE-backed company, headquartered out of Chicago, with offices in Chicago, Boston, Phoenix and most recently, expanding internationally. We've proudly been named on Crain's Best Places to Work 2 years in a row -- if you're motivated to join a hyper growth organization, we're eager to talk to you.
What You'll Be Accountable For

  • Primarily responsible for triaging highly technical issues.
  • Serve as the final escalation point for issues that Level One and Two support teams cannot resolve.
  • Develop custom scripts or tools to address specific issues or automate repetitive tasks.
  • Be a mentor and technical leader for other technical support engineers.
  • Provide a consistent positive customer experience.
  • Develop technical articles and documentation and assist in growing both our internal and public-facing knowledge base.
  • Work with Professional Services, DevOps, Engineering, Product & Support in resolving issues in a timely fashion.
  • Self-Starter, Collaborative, Responsive and Enterprising in achieving customer objectives.

Who You Are

  • 3+ years' experience as Escalation Engineer/Technical Support, with B2B Enterprise SaaS integrations
  • Bachelor's Degree OR equivalent experience
  • Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise customers.
  • Proficiency in .NET development languages (e.g., C#, VB.NET) and understanding of .NET architecture and application lifecycle.
  • Proficiency in front end technologies (e.g., Angular, React, Typescript).
  • Deep knowledge of SQL Server installation, configuration, performance tuning, security, and troubleshooting.
  • Knowledge of IaaS - AWS, Azure or GCP.
  • Experience in a technical support role, preferably with progression from Level One or Two support, demonstrating a deep understanding of escalation procedures and customer service.
  • Experience building customer-facing documentation.

What We Offer

  • Competitive salary and a quarterly bonus
  • Company pays 100% of benefits, including medical, dental, vision, disability and life insurance
  • 401k with generous company match
  • Paid Parental Leave & Access to Parently platform
  • Hybrid work schedule - In office 2-3 times a week
  • Generous time off and paid company holidays
  • Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
  • Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water
  • Company provided latest technology & software tools
  • Chicago & Boston office offer onsite gym

EOE Verbiage
Applicants must be authorized to work in the U.S. BigTime Software, Inc. is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
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An Insider's view of BigTime Software, Inc.

How would you describe the company’s work-life balance?

BigTime prioritizes work/life balance better than any place I have ever been. Bigtime does have a hybrid working environment, I believe the office requirements are fair. As I have recently returned to work from parental leave, my management team has made this a smooth transition and makes sure that I have support both personally and professionally


Implementation Manager

How do you collaborate with other teams in the company?

In my role, I work in a cross functional capacity everyday, and I understand that we all have things on our plate that need attention, however I have found that those who I work with are always inclined to help, and an added bonus is that we somehow always come up with how to do something better or more efficient for the next time.


Senior Product Education Specialist

How has your career grown since starting at the company?

I began here as a BDR on our Sales Team straight out of college. Within my first 6 months, I realized I loved working directly with our current customers so my managers helped me create an IDP plan to help me attain the goals I needed to in order to move into a customer-facing role. This plan helped me achieve my current role, which I love!


Customer Success Associate

How do you make yourself accessible to the rest of the team?

It’s important to have an open-door policy where the team knows they can come to me with anything. I also
run skip level connects regularly throughout the year where I meet with the individuals who report to my direct reports to listen to any concerns they have, see how they can be better supported, and just get an idea of how things are going


VP of Customer Experience

What are some things you learned at the company?

BigTime is a place that has allowed me to grow my skills in my field. As a growing firm, there is always something new going on with technologies and software being explored and how to better the company as we continue to grow in client and employee base. I have enjoyed working with my team and learning from my supervisors


Jr Systems Engineer

What are BigTime Software, Inc. Perks + Benefits

BigTime Software, Inc. Benefits Overview

BigTime Software is one of the region's best companies, serving Chicagoland communities in Illinois. Our team enjoys training programs, a fantastic culture, and opportunities for advancement, which are company-wide focuses to help you grow both personally and professionally. We're interested in helping your career and adding to your resume because we know that happy employees lead to happier customers!

- Opportunities for Advancement
- Company Provided Latest Technology & Software Tools
- Great, Convenient Downtown/Loop Location
- Company Paid Benefits
- Weekly Catered Lunch and Whole Company Meeting
- Minimum of 11 Paid Holidays
- 401(k) Savings Plan with a match
- Snacks, Cold Brew, La Croix, Bubbly and More

Volunteer in local community
Our Community Involvement Committee ensures that we have at least one volunteer event every quarter for our company and gives multiple other opportunities to help our community throughout the year
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
We have a company wide meeting in Chicago once a month to ensure that all of our employees, across our different locations, are alligned on everything going on at BigTime
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Mandated unconscious bias training
BigTime believes in the importance of educating our employees on unconscious bias so we provide at least 2 sessions a year that our employees must attend
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
BigTime places huge emphasis on physical and mental wellness so we provide free gym memberships to our Chicago office, a yearly wellness stipend, lunch & Learns, and free weekly yoga sessions!
Team workouts
BigTime offers two free yoga sessions every week to our employees in the Chicago office
Mental health benefits
Wellness days
BigTime offers 2 Refresh Days per year that are separate from our PTO to ensure our employees are physically and mentally at their best!
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Paid volunteer time
In the spirit of service, BigTime Employees pledge to giveback at least 1% of their paid working time (20 hrs) to the community, whether through our company sponsored events or on their own time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
We offer all our employees a free divvy membership as well as commuting and parking benefits.
Company-sponsored outings
BigTime sponsors quarterly team building events and activities everyone in the company can enjoy!
Free snacks and drinks
Some meals provided
We have catered lunch in the office multiple times a month for Lunch & Learns and other exciting events, as well as a weekly GrubHub stipend for employees to use on Fridays
Company-sponsored happy hours
We throw New Hire Mixers every month in the office as well as additional team building and cross functional celebrations
Onsite office parking
There are several garages in the area including one attached to our building, which is crucial for those cold Chicago winters!
Recreational clubs
BigTime sponsors several recreational leagues including a kickball team, bowling team, and beach volleyball. No matter the season we encourage our employees to have fun and be active!
Fitness stipend
In addition to free gym membership and weekly yoga, BigTime offers our employees a yearly fitness stipend they can use fortheir mental or physical health
Mother's room
Onsite gym
Professional Development
Job training & conferences
BigTime offers a wide range of job training to all of our departments! Including Challenger training for our sales team and a robust career development plan across all departments
Lunch and learns
We do at least one lunch and learn every month; usually celebrating different holidays, cultures, or mental and physical wellbeing
Promote from within
Mentorship program
Aside from job shadowing and mentorship, each new hire at BigTime is assigned to an employee from a different team to ensure cross functional collaboration and relationships across all departments
Customized development tracks
Personal development training

Additional Perks + Benefits

BigTime promotoes a culture of inclusion and fun, where everyone can be their authentic selves. All of our perks help build each employee up and give them the tools they need to be successful in their careers as well as life outside the office. We are always looking at new ways to improve our perks and benefits and truly appreciate employee feedback regarding them.

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