Customer Support Engineer

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 platformInvestigate alerts and system behavior using tools like Datadog, AWS, Grafana, and advanced AI tools, among othersServe as a technical point of contact during incidents, keeping customers and stakeholders informed start to finishWhat 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 SaaSStrong analytical and diagnostic skills with a solid understanding of infrastructure, APIs, and monitoring systemsExcellent communication skills, able to translate complex technical detail for enterprise customersExcellent written and spoken English, with the ability to communicate clearly and professionally with customers over email and callsAbility to manage multiple priorities and respond effectively in high-pressure, time-sensitive situationsUnderstanding of ITSM and incident management workflows, and tools like ServiceNow, PagerDuty, or SlackWillingness to participate in an on-call rotation for incident responseAbout 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 equityHybrid work scheduleCompany funded health insurance6 weeks fully paid Parental LeaveCritical Family Medical LeaveFinancial planning servicesEmployee learning & development budgetValues-based recognition (quarterly and annually)Social community & ERG programsFreeFit gym packageWork-life harmonyDog friendly office