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, Abbott, Marriott, Expedia 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. 

Why join BigPanda? 

• Revenue growth of 75+% YoY for 2018, 2019, 2020 and ended 2021 with 120%
• Forecasting 75% revenue growth in 2022
• Expected 2022 organizational growth of 60%
• Recently announced $1.2B valuation
• Values-based and performance-driven culture that is focused on career development and growth
• Net $ Retention was 97% in ‘21, Gross $ Retention was over 120%

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career.

About the Role:

This is a remote role that is open to candidates in the United States. 

BigPanda is seeking a Customer Support Specialist to join a new function within the Support organization: Customer Operations.

The Customer Operations team is responsible for proactively monitoring the BigPanda ecosystem, detecting any issues within BigPanda, and proactively notifying impacted customers.

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. By joining the Customer Operations team, you will be enabling our customers to have a great experience. 

This position will be four days of 10 hour shifts from 1pm PST until 12 am PST,  Sun - Wed or Wed - Sat. This may overlap on holidays. There will be occasional on-call to cover team members' PTO and off hours.

Responsibilities:

• Proactively monitor the BigPanda ecosystem
• Proactive engagement with customers if any issues are detected
• Triage or troubleshoot problems, using standard operating procedures to resolve or escalate to other teams
• Maintain consistent communication with the customers while the issue is being managed
• Work with the SRE and DevOps teams to identify and prioritize new initiatives
• Manage incidents, working with teams such as Support, Engineering, Professional Services through incident resolution
• Contribute to methodologies, best practices, and techniques to improve our Customer Operations process
• Fulfill Tier 1 Support cases 

Requirements:

• 1+ years in a customer-facing tech support role, preferably at a SaaS company
• Work a 4x10 week shift
• Occasional on-call
• Excellent verbal and written customer-facing communication skills
• Attention to detail and excellent time management skills
• Prior experience working with Enterprise customers
• Experience with Grafana, Linux, MongoDB, AWS, and SQL a plus
• Experience with one of the following programming languages: Javascript, Python, Nodejs a plus
• Familiarity with the monitoring and/or the ITSM space strongly preferred
• A great attitude and a sense of humor!

Perks:

Work with a collaborative team and enjoy a highly driven culture that is committed to personal and professional development! Other company perks include:

• Virtual events, fireside chats, happy hours, and other opportunities to interact with the team
• Medical, Dental, and Vision coverage and 401k
• Flex PTO & 11 Company Holidays
• Parental leave 
• Life Insurance & Disability Coverage
• Flexible Spending Account