Manager of Technical Client Support, BigID
EMEA/APJ
+ Equity
Data intelligence platform for business
Open for applications
Data intelligence platform for business
501-1000 employees
Open for applications
+ Equity
501-1000 employees
Company mission
To enable organizations to know their enterprise data and take action for privacy, protection, and perspective.
Role
Who you are
- Extensive customer-facing experience, with at least 7 years in a Support or Professional Services role – preferably engaged in hands-on troubleshooting activities related to enterprise software product implementations within enterprise corporate environments
- At least 2 years of demonstrable direct management experience or equivalent leadership role
- An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. (Extensive professional experience and track-record of prior success may be considered in lieu of a formal degree)
- Some proficiency with configuration and management of Linux-based Operating Systems, including basic shell competency, experience with package management systems, file archiving/compression tools, remote access and file transfer protocols, file sharing technology, and authentication frameworks
- Strong experience with one or more RDBMS, such Oracle, Microsoft SQL Server, PostgreSQL, Db2, MySQL/MariaDB, etc
- Familiarity with cloud environments, such as AWS and Azure
- Experience with enterprise applications, including Salesforce.com, Box, Office 365, Google Apps for Business, SharePoint, SAP, or others
- Strong troubleshooting skills and a methodical approach to issue resolution
- Proven track record of managing multiple conflicting priorities with varying degrees of complexity
- Excellent communication, presentation and organization skills
- English fluency (written and spoken)
- Our ideal candidate will have extensive experience in customer-facing technical support or services roles and team leadership, with a deep understanding of:
- Customers’ business drivers and needs
- The technical knowledge, expertise, and skill sets required to support a BigID solution effectively
- Proven ability to inspire and motivate a team, fostering a positive work environment that encourages growth and collaboration
- Strong skills in promoting teamwork and cross-functional collaboration, ensuring that team members work cohesively toward shared goals
- A commitment to recognizing and celebrating individual and team achievements, reinforcing a culture of appreciation and excellence
- Experience in developing strategies to maintain team morale, especially during high-pressure situations
What the job involves
- As a Manager in Client Support, you will lead a Technical Backline Support team within the Client Support organization
- The team works closely with customers to resolve the most challenging and complex issues arising during production implementations, POC projects, upgrades, and the ongoing use of the BigID product
- Collaborate with your Technical Support engineers to:
- Review case handling and enhance technical expertise
- Identify and develop team strengths and areas for growth
- Mentor and help team members grow professionally, focusing on technical skills, conflict resolution, customer advocacy, and other key interpersonal skills
- Provide ongoing communication with your team and peers, prioritizing cases, customers, and escalations
- Effectively delegate, trusting the right people to perform critical tasks when needed
- Raise challenges to upper management and brainstorm solutions to drive improvements
- Communicate relevant details succinctly to stakeholders at all levels, from technical practitioners to executives
- Share knowledge, prioritize defect resolutions and enhancement requests, and provide product feedback from enterprise customers (including Fortune 100 firms)
- Develop and implement solutions to challenging customer needs, ensuring high levels of customer satisfaction
- Act as a hands-on player/coach, ready to work alongside the team and support them on complex technical issues when necessary
- Jump in as needed to manage high-pressure escalations or challenging customer situations with professionalism and expertise
- Partner with the Head of Client Support to:
- Build and maintain a skilled support team capable of interacting with diverse client stakeholders
- Ensure the team has the knowledge and experience necessary for success in a fast-paced, customer-facing environment
Salary benchmarks
Our take
Data is a critical factor for any business, from finance to retail to technology and beyond. After the General Data Protection Regulation was introduced in 2016, companies were forced to reconsider their approach to data privacy and security. The founders of BigID saw this opportunity and launched their company in the same year.
BigID develops software that helps companies have secure customer data and satisfy privacy regulations. It uses advanced machine learning and identity intelligence to help enterprises better protect their customer and employee data at a petabyte scale. The company helps organizations manage and protect their customer data, meet data privacy and protection regulations like the CCPA and GDPR, and leverage coverage for all data across all data stores.
The company achieved unicorn status after securing $200M over four successful fundraising rounds in three years. It is now honing the product that has delivered such success, with features such as expanded risk management with executive risk reporting, as well as new advanced ML-driven capabilities. On top of this, it has plans to accelerate its global expansion as it looks to capture more clients across the world.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Mar 2024
$60m
LATE VC
Jan 2022
$12m
LATE VC
Total funding: $318.1m
Company benefits
- Stock options
- Comprehensive benefits for you and your family
- Ability to work remotely
- Flexible hours and generous paid time off
- Professional growth opportunities + LinkedIn Learning
- Team fun & company outings
Company values
- Care - Care about the world, about each other, about our customers, about doing good work
- Do - Do what it takes to make a positive impact. Make a difference. Be a catalyst for growth
- Try - Innovate and explore. Chase possibility. Break things and rebuild to be better than before
- Shine - Celebrate your differences. Champion small wins and big ones. Shine bright
Company HQ
Chelsea, New York, NY
Articles
Leadership
Nimrod Vax
(Co-Founder & CPO)Nimrod worked at NetMount, Business Layers, and Netegrity after studying at Tel Aviv University. They then spent 9 years at CA Technologies, before leaving to found BigID in June 2015, where they have served as Head of Product since.
Dimitri Sirota
(Co-Founder & CEO)Previously co-founded API security & management pioneer Layer 7 Technologies, which sold to CA Technologies in 2013.
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