Principal Premium Support Engineer

BigID is seeking a Principal Premium Support Engineer to join our team in Chennai. This is a hands-on, client-facing role focused on providing exceptional technical assistance for our data security, privacy, and AI data management solutions. You will be responsible for addressing product inquiries, assisting with configurations, capturing enhancement requests, and troubleshooting complex product issues. A key aspect of this role is collaborating effectively with diverse internal teams and external customers, even in challenging situations, to facilitate escalations, expedite resolutions, and maintain optimal account health.

You will act as a client advocate, managing customer accounts from a technical support perspective. This involves proactive monitoring, strategic planning for customer growth paths, and reactive troubleshooting to ensure optimal account health and product adoption. The ideal candidate will have prior experience providing Tier 2 or Tier 3 technical support to enterprise customers. Experience in software development or escalation management is a significant advantage.

Responsibilities include collaborating closely with assigned clients to understand their needs, developing action plans, and engaging necessary resources for resolution. You will provide clients with timely updates, document product issues and enhancement requests for our Engineering and Product Management teams, and act as the "Voice-of-the-Customer" to help prioritize improvements. You will also partner with the Client Services team during solution deployments and assist in resolving any encountered issues, fostering productive dynamics with account team members to ensure alignment and shared customer insights. Developing in-depth technical knowledge of the product and its integrations within varied technology environments is crucial.

Required qualifications include 6+ years of experience in IT or technical product support, with at least 4 years in a customer-facing enterprise environment. An undergraduate degree in a technical discipline is preferred, though extensive professional experience may be considered. You must have meaningful experience with UNIX/Linux OS installation, configuration, and management, including shell proficiency, package management, file archiving, remote access protocols (SSH, SCP, SFTP), file sharing (NFS, SMB/CIFS), and authentication frameworks (LDAP, Kerberos). Basic experience with RDBMS such as SQL Server, Oracle, PostgreSQL, MySQL, or DB2 is also required. Excellent communication, organization, and troubleshooting skills are essential, along with the ability to remain composed under pressure, adapt to complex situations, and dedicate yourself to resolving challenging issues and building customer loyalty. English fluency is mandatory.

BigID offers a people-centric culture with benefits including equity participation, hybrid work, professional growth opportunities, team events, statutory benefits, and health insurance. We value Care, Do, Try, and Shine, seeking individuals who embody these principles. We are committed to creating an inclusive and equal culture where innovation thrives and every voice is heard.