Esclation Engineer
Content + Source + Freshness • 14 Feb 2026 • 95% confidence
Offer value
The offer is rated high due to the company's strong reputation in data security, a focus on innovation, and opportunities for professional development.
- Strong career opportunities at a recognized data security leader
- Engage in innovative tech practices
- Involvement in enhancing product performance
- High demands on time and multitasking
Pros
- Opportunities to work in a leading company in data privacy and security
- Chance to work with modern technologies and methodologies
- Engaged and collaborative team culture focusing on innovation
Cons
- High-pressure environment due to quick resolution timelines
- Requires strong multitasking abilities to manage multiple customer issues
- Limited work-life balance due to customer-facing responsibilities
Who it's for
Mid-level • Remote / On-site
Good fit
- Mid-level engineers with troubleshooting expertise
- Individuals valuing tech innovation and teamwork
- Candidates eager for customer interaction roles
Not recommended for
- New graduates with no customer-facing experience
- Individuals preferring low-pressure work environments
- Candidates focused solely on remote roles without interaction
Motivation fit
Key skills
About the job
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 Hot Company in Artificial Intelligence and Machine Learning at the 2024 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 Of 2024 (2 years running)
- DUNS 100 Best Tech Companies to Work For in 2024
- 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:
We’re looking for a skilled Escalation Engineer who's interested in joining a fast-paced and high-energy escalations team. You’ll work on product development from fixes through enhancements, resolving customer issues, and training other tiers. The successful candidate will be very detail-oriented, highly organized, and have excellent organizational and communication skills. They’ll need to be able to manage multiple high-priority tasks simultaneously, and effectively drive customer product issues to resolution.
What you’ll do:
- Troubleshoot complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers.
- Own internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues.
- Develop and modify product modules as a solution to issues or gaps reported by customers.
- Develop and modify product modules to enhance capabilities and growth according to the company’s roadmap.
- Play a key role in feature design activities and have an in-depth understanding of features.
- Work with QA teams to recommend resolutions, provide insights, and ensure that issue fixes are properly implemented into our products.
- Actively partake in company-internal training sessions, compile materials, and deliver them to other tiers.
What you’ll bring:
- Strong troubleshooting skills and a methodical approach.
- Programming skills: Java and node.js are required.
- Experience with software management and deployment systems (like Jenkins, GIT, AWS, Azure, and others).
- Previous experience working directly with customers, including on-site visits
- Excellent written and oral communication and teamwork skills.
- Knowledge of networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, and network components.
- Experience with Kubernetes and other container orchestration technologies.
- Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.
- Prior experience working in a commercial development environment: formal QA, best practices for development, schedules, processes, defect queues, code management, and build environments.
- Experience working with various databases and with MongoDB – an advantage
Our Values:
We look for people who embody our values - Care, Do, Try & Shine.
- Care - We care about our customers and each other
- Do - We do what it takes to make a positive impact
- Try - We try our best and we don’t give up
- Shine - We shine and make it our mission to always stand out
What’s in it for you?!
Our people are the foundation of our success, and we prioritize offering a wide range of benefits that make our team happier and healthier.
- Flexible work arrangements
- Other compulsory benefits based on country of residence
#LI-Remote
#LI-AT1
BigDiversity: We’re committed to creating a culture of inclusion, diversity, and equality – across race, gender, sexuality, disability, and neurodiversity – where innovation and growth thrive, every voice is heard, and everybody belongs. Learn more about us here.
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