Customer Support Engineer, Big Panda

$74-88k

BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program.

AWS

JavaScript

Python

Junior and Mid level

Remote from US

More information about location

Event correlation & automation platform

Job no longer available

Event correlation & automation platform

201-500 employees

B2BArtificial IntelligenceMachine LearningSaaSCyber SecurityData Analysis

Job no longer available

$74-88k

BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program.

AWS

JavaScript

Python

Junior and Mid level

Remote from US

More information about location

201-500 employees

B2BArtificial IntelligenceMachine LearningSaaSCyber SecurityData Analysis

Company mission

To help IT Ops teams reduce incidents and outages with better operational awareness.

Job

Company

Role

Who you are

2-3 years in a customer-facing tech support role, preferably at a SaaS company
Ability to work on-call from time to time
Excellent verbal and written customer-facing communication skills
Prior experience working with Enterprise customers
Experience with AWS Cloud Base technology
Familiarity with the monitoring and/or the ITSM space, some familiarity with Javascript, Python, Nodejs a plus
Great Customer Centric attitude
Ability to work effectively with remote team members

What the job involves

Responsible for proactively monitoring BigPanda, detecting any issues within BigPanda, and proactively notifying impacted customers
Triage or troubleshoot technical problems, using standard operating procedures to resolve or escalate to other teams
Work with the backoffice teams (R&D, SRE, DevOps and Product Management) to identify and address any reported technical issues
Manage assigned incident in a collaborative manner while 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
Resolve pages and engage on escalations identified from monitoring & observability solutions

Our take

Tech Unicorn BigPanda develops AI programmes to record and prevent corporate network outages through data analysis. Founded as an ad-tech company back in 2012, it originally had trouble maintaining its core services in a complex cloud environment, leading it to develop new software to help keep up with the rate of monitoring data.

As with the best tech companies, fixing internal problems resulted in happy accidents - new tools and products - and since receiving seed capital from Sequoia Capital in 2013, BigPanda has been a figurehead in the IT analytics industry.

Though there’s been a large increase in companies using AI for IT operations, BigPanda is still ahead of the competition, claiming to be the only AIOps company that focuses on bettering responses to IT outages and incidents specifically through event correlation and automation. With $110 million awarded in Series D and E funding in 2022, BigPanda is continuing to expand its operations, with little competition at its scale.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

2% employee growth in 12 months

Glassdoor (4.2)

Company

Funding (last 2 of 7 rounds)

Aug 2022

$20m

SERIES E

Jan 2022

$190m

SERIES D

Total funding: $311m

Company benefits

Workplace flexibility - We love to mingle with our friends in the office, but we love our new work-from-home set up, too. Where is your desired office?
Competitive equity - We’re all owners. BigPanda rewards all Pandas with equity, and top performers can expect refresh grants annually
Health benefits - You and your family should not need to worry about healthcare. We offer global competitive benefits in local markets
Recognition - Hosted on a quarterly and annual basis, HEART awards recognize Pandas for, leading with values. BigPanda will adopt a Panda in winner’s names and annual award winners get $1,000 to donate to a local organization of their choice
Pandapacks - Employee ran and created, Pandapacks are any group of Pandas with a shared interest or hobby. Each pack receives a yearly budget to put towards fun activities to do together
Flexible time off - We want you to have the flexibility to take time off as you need, so we have generous PTO plans to support work/life balance
Financial wellness - We partner with Origin 1:1 Financial Planning services so all Pandas can create and personalize financial plans
Career development - Each Panda gets a yearly development budget to use toward skill-building programs, and we cultivate career-building

Company HQ

Redwood Shores, Redwood City, CA

Leadership

Assaf Resnick

(CEO)

Previously Principal at Seqouia Capital and Crew Member at Jibe Ventures.

Elik Eizenberg

(CTO)

Previously Algorithms and Software Developer at MarketWindows and Head of IT Operations at IDF.

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