Escalation Engineer, BigTime Software
Tier 3 Support
Plus Bonus
More information about location
2-3 days a week in office
Real-time insight for professional services
Job no longer available
Real-time insight for professional services
101-200 employees
Job no longer available
Plus Bonus
More information about location
2-3 days a week in office
101-200 employees
Company mission
To be the engine behind the greatest professional services firms on the planet.
Role
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 the job involves
- BigTime Software is seeking an Escalations 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
- 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
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, such as that offered by BigTime Software.
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.
In 2022, BigTime Software acquired Projector, a leader in the PSA space, combining Projector's functionality with BigTime's scale of operation. It has also now acquired WorkRails, which strengthens its CPQ and workflow automation capabilities. Both these moves, alongside an expansion of its executive team, exemplify a renewed phase of growth and a determination to remain a strong force in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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 HQ
Chicago Loop, Chicago, IL
Leadership
Brian Saunders
(Founder & Executive Chair)Former CEO of the company. Previously CEO of DaVinci Software, a strategy and consulting firm that focused on internet-based products and services.
Don India
(CEO)Member of the Board of Directors at RadarFirst, where they were CEO for 3.5 years. Formerly CRO at RDC, and held several roles including VP at IBM.
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