Principal Premium Support Engineer

Who we are: BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and AI data management. We're leading the market in all things data: helping our customers reduce risk, drive business innovation, achieve compliance, build customer trust, make better decisions, and get more value from their data. We are building a global team passionate about innovation and next-gen technology. BigID has been recognized for: BigID named one of Forbes America's Best Startup Employers 2026 - ranked #15 overall and #1 in Security BigID named Hot Company in Artificial Intelligence and Machine Learning at the Global InfoSec Awards Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies CRN 100 list named BigID as one of the 20 Coolest Identity Access Management and Data Protection Companies (3 years running) DUNS 100 Best Tech Companies to Work for Top 3 Big Data and AI Vendors to Watch' in the 2023 BigDATAwire Readers and Editors Choice Awards 2024 Inc. 5000 list for the 4th consecutive year! Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity At BigID, our team is the foundation of our success. Join a people-centric culture that is fast-paced and rewarding: you’ll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration. Who we seek: BigID is looking for a Principal Premium Support Engineer to join our team. This is a hands-on, client-facing support role where you will be responsible for: Providing exceptional product assistance Helping with configuration questions Capturing enhancement requests Troubleshooting and researching product issues Collaborating effectively with diverse internal teams and external customers, even in challenging situations. Partnering with Cross-functional teams Facilitating escalation Expediting resolutions Correcting and maintaining account health Managing customer accounts from a technical support perspective You will work with customers, other support and services team members, and our engineering organization to resolve complex problems, acting as an advocate for our clients within BigID. You will balance both proactive monitoring, discussion and planning to develop actionable growth paths for your assigned customers as well as reactive trouble shooting and quick issue resolution to arrive at optimal account health and product adoption. Successful candidates will have prior experience providing technical support to enterprise customers at the Tier 2 or Tier 3 level. A software development background and/or escalation management experience is a strong plus. What you’ll do: Collaborate closely with assigned clients to understand their requests, develop appropriate action plans to address their concerns or questions, and engage necessary resources to execute these plans. Provide assigned clients with timely updates on their concerns or questions throughout the resolution process. Work closely with our Engineering and Product Management teams to document product issues, field-raised enhancement requests, and potential product improvements. Act as a "Voice-of-the-Customer" to help prioritize issues, requests, and improvements. Partner with our Client Services team during solution deployment engagements and assist in resolving encountered issues. Cultivate productive dynamics with the other account team members to ensure proper alignment and shared customer temperature assessments. Develop in-depth technical knowledge of the product and its interactions within highly varied technology environments. What you’ll bring: 6+ years of experience in information technology or technical product support, with at least 4 years in a customer-facing role, preferably within enterprise corporate environments. An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical dis ... (truncated, view full listing at source)