Escalation Support Software Engineer, BigTime Software
+ Quarterly bonus
3 days a week in office (near Union Station.)
Real-time insight for professional services
Open for applications
Real-time insight for professional services
101-200 employees
Open for applications
+ Quarterly bonus
3 days a week in office (near Union Station.)
101-200 employees
Company mission
To be the engine behind the greatest professional services firms on the planet.
Role
Who you are
- 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
- 2+ years’ experience as Escalation Engineer/Technical Support, with B2B Enterprise SaaS integrations
- 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
- Bachelor’s Degree OR equivalent experience
- Excellent communication skills, both written and verbal
- 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)
- Understanding and/or previous experience of SQL is ideal
- Knowledge of IaaS - AWS, Azure or GCP is ideal
- Experience building customer-facing documentation
What the job involves
- BigTime Software is seeking an Escalation Support Software Engineer to join our Chicago office
- As an Escalations Engineer in our Customer Support org, you'll tackle complex challenges as the final line of support, collaborating with cross-functional teams to ensure seamless customer experiences
- 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
- Triage customer product issues & serve as the final escalation point for issues that Level One and Two support teams cannot resolve
- Assist in writing, testing, and debugging code for triaged escalations
- Develop custom scripts or tools to address specific issues or automate repetitive tasks
- Collaborate on code review sessions to learn best practices and deepen product knowledge
- Develop technical articles and documentation and assist in growing both our internal and public-facing knowledge base
- Work with Engineering, Product & Support in resolving issues in a timely fashion
- Self-Starter, Collaborative, Responsive and Enterprising in achieving customer objectives
- Be a mentor and technical leader for other technical support engineers
- Provide a consistent positive customer experience
- Be onsite at our downtown Chicago office (near Union Station) 3 times per week
Our take
Time is a valuable asset for any business, but recording and invoicing it manually can prove cumbersome, especially at scale. This is the reason why many companies turn to professional service automation (PSA) tools; the market in which BigTime Software sits.
The company offers a cloud-based suite of practice management tools that allows professional services – from accountants to architects – to track, manage, and invoice their time. The platform also provides services in other areas, such as allowing companies to schedule employees and manage their projects.
BigTime Software acquired Projector, a leader in the PSA space, in 2022, towards combining Projector's functionality with BigTime's scale of operation. The combined entity is predicted to track over $10 billion of billable time each year.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
GROWTH EQUITY VC
May 2019
$14m
SERIES B
Total funding: $116.7m
Company benefits
- Opportunities for Advancement
- Generous Time Off & Holidays
- 401(k) Savings Plan + Match
- Ongoing Training & Learning
- Wellness Benefits
- Paid Parental Leave
- Weekly Lunch Stipend
- Company Paid Health, Dental, & Vision
- Hybrid/Flexible Work Environment
- Company Outings & Team Offsites
Company values
- Respect your team
- Own it
- Respect the customer
- Stretch
- Always add value
Company HQ
Chicago Loop, Chicago, IL
Articles
Leadership
Brian Saunders
(CEO)After graduating with a degree from the University of Chicago, they became CEO of DaVinci Software, a strategy and consulting firm that focused on internet-based products and services. They then founded BigTime Software.
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