{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Manager, Technical Client Support - EMEA/APJ","description":"

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:

A self-motivated, technically proficient, intellectually curious, creative individual who has the patience and passion to guide customers throughout all stages of product evaluation and adoption. You find a collaborative environment rewarding, yet you are equally content working independently. As an influential and effective leader, you are eager to share knowledge and best practices with your team, mentor staff, and develop and sustain an open line of communication with customers. You are comfortable interacting with customer stakeholders at all levels of the organization: from the hands-on engineers, system and database administrators, security and privacy professionals, to Chief Information Security Officers, Chief Privacy Officers, and Chief Data Officers. Knowing how to tailor your approach depending on the target audience, you can summarize and provide a relevant high-level overview to upper management, while sharing a detailed technical explanation with various technology practitioners.

What you’ll do:

As a Manager in Client Support, you will lead a Technical Backline Support team within the Client Support organization. The team works closely with customers to resolve the most challenging and complex issues arising during production implementations, POC projects, upgrades, and the ongoing use of the BigID product.

Our ideal candidate will have extensive experience in customer-facing technical support or services roles and team leadership, with a deep understanding of:

Customers’ business drivers and needs
The technical knowledge, expertise, and skill sets required to support a BigID solution effectively
Proven ability to inspire and motivate a team, fostering a positive work environment that encourages growth and collaboration
Strong skills in promoting teamwork and cross-functional collaboration, ensuring that team members work cohesively toward shared goals
A commitment to recognizing and celebrating individual and team achievements, reinforcing a culture of appreciation and excellence
Experience in developing strategies to maintain team morale, especially during high-pressure situations

Team Leadership

Collaborate with your Technical Support engineers to:

Review case handling and enhance technical expertise
Identify and develop team strengths and areas for growth
Mentor and help team members grow professionally, focusing on technical skills, conflict resolution, customer advocacy, and other key interpersonal skills

Provide ongoing communication with your team and peers, prioritizing cases, customers, and escalations
Effectively delegate, trusting the right people to perform critical tasks when needed
Raise challenges to upper management and brainstorm solutions to drive improvements

Cross-Functional Collaboration

You will work closely with the Client Support management team, Engineering, Customer Success, Professional Services and Sales Engineering teams to:

Communicate relevant details succinctly to stakeholders at all levels, from technical practitioners to executives
Share knowledge, prioritize defect resolutions and enhancement requests, and provide product feedback from enterprise customers (including Fortune 100 firms)
Develop and implement solutions to challenging customer needs, ensuring high levels of customer satisfaction

Hands-On Leadership

Act as a hands-on player/coach, ready to work alongside the team and support them on complex technical issues when necessary
Jump in as needed to manage high-pressure escalations or challenging customer situations with professionalism and expertise

Collaboration with Leadership

Partner with the Head of Client Support to:

Build and maintain a skilled support team capable of interacting with diverse client stakeholders
Ensure the team has the knowledge and experience necessary for success in a fast-paced, customer-facing environment

What you’ll bring:

Extensive customer-facing experience, with at least 7 years in a Support or Professional Services role – preferably engaged in hands-on troubleshooting activities related to enterprise software product implementations within enterprise corporate environments
At least 2 years of demonstrable direct management experience or equivalent leadership role
An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. (Extensive professional experience and track-record of prior success may be considered in lieu of a formal degree)
Some proficiency with configuration and management of Linux-based Operating Systems, including basic shell competency, experience with package management systems, file archiving/compression tools, remote access and file transfer protocols, file sharing technology, and authentication frameworks
Strong experience with one or more RDBMS, such Oracle, Microsoft SQL Server, PostgreSQL, Db2, MySQL/MariaDB, etc.
Familiarity with cloud environments, such as AWS and Azure
Experience with enterprise applications, including Salesforce.com, Box, Office 365, Google Apps for Business, SharePoint, SAP, or others
Strong troubleshooting skills and a methodical approach to issue resolution
Proven track record of managing multiple conflicting priorities with varying degrees of complexity
Excellent communication, presentation and organization skills
English fluency (written and spoken)

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.

Equity participation - everyone shares in our success
Flexible work arrangements
Other compulsory benefits based on country of residence

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

#LI-Remote

#LI-AR1

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.

CPRA Employee Privacy Notice: CA

BigID is an E-Verify Participant.

","identifier":"https://remote.com/jobs/bigid-c1adxm4e/manager-technical-client-support-emea-apj-j197l7u8","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"BigID","sameAs":"https://bigid.com","logo":"https://cdn.talent-assets.remote.com/company_logos/4bea8dc7-052c-4e30-a020-4c0eade9faefcompany_logo.jpg"},"datePosted":"2024-12-18T21:23:49Z","applicantLocationRequirements":[{"@type":"Country","name":"American Samoa"},{"@type":"Country","name":"Australia"},{"@type":"Country","name":"Azerbaijan"},{"@type":"Country","name":"Bahrain"},{"@type":"Country","name":"Bangladesh"},{"@type":"Country","name":"Bhutan"},{"@type":"Country","name":"Brunei"},{"@type":"Country","name":"Burkina Faso"},{"@type":"Country","name":"Cambodia"},{"@type":"Country","name":"China"},{"@type":"Country","name":"Christmas Island"},{"@type":"Country","name":"Cocos (Keeling) Islands"},{"@type":"Country","name":"Cook Islands"},{"@type":"Country","name":"Fiji"},{"@type":"Country","name":"French Polynesia"},{"@type":"Country","name":"Hong Kong"},{"@type":"Country","name":"India"},{"@type":"Country","name":"Indonesia"},{"@type":"Country","name":"Israel"},{"@type":"Country","name":"Japan"},{"@type":"Country","name":"Jordan"},{"@type":"Country","name":"Kazakhstan"},{"@type":"Country","name":"Kiribati"},{"@type":"Country","name":"Kuwait"},{"@type":"Country","name":"Kyrgyzstan"},{"@type":"Country","name":"Laos"},{"@type":"Country","name":"Lebanon"},{"@type":"Country","name":"Macao"},{"@type":"Country","name":"Malaysia"},{"@type":"Country","name":"Maldives"},{"@type":"Country","name":"Marshall Islands"},{"@type":"Country","name":"Micronesia"},{"@type":"Country","name":"Mongolia"},{"@type":"Country","name":"Nauru"},{"@type":"Country","name":"Nepal"},{"@type":"Country","name":"New Caledonia"},{"@type":"Country","name":"New Zealand"},{"@type":"Country","name":"Niue"},{"@type":"Country","name":"Norfolk Island"},{"@type":"Country","name":"Oman"},{"@type":"Country","name":"Pakistan"},{"@type":"Country","name":"Palau"},{"@type":"Country","name":"Papua New Guinea"},{"@type":"Country","name":"Philippines"},{"@type":"Country","name":"Samoa"},{"@type":"Country","name":"Saudi Arabia"},{"@type":"Country","name":"Singapore"},{"@type":"Country","name":"Solomon Islands"},{"@type":"Country","name":"South Korea"},{"@type":"Country","name":"Sri Lanka"},{"@type":"Country","name":"Taiwan"},{"@type":"Country","name":"Tajikistan"},{"@type":"Country","name":"Thailand"},{"@type":"Country","name":"Timor-Leste"},{"@type":"Country","name":"Tonga"},{"@type":"Country","name":"Turkey"},{"@type":"Country","name":"Turkmenistan"},{"@type":"Country","name":"Tuvalu"},{"@type":"Country","name":"United Arab Emirates (UAE)"},{"@type":"Country","name":"Uzbekistan"},{"@type":"Country","name":"Vanuatu"},{"@type":"Country","name":"Vietnam"},{"@type":"Country","name":"Wallis and Futuna Islands"},{"@type":"Country","name":"Yemen"},{"@type":"Country","name":"Albania"},{"@type":"Country","name":"Andorra"},{"@type":"Country","name":"Armenia"},{"@type":"Country","name":"Austria"},{"@type":"Country","name":"Belgium"},{"@type":"Country","name":"Bosnia and Herzegovina"},{"@type":"Country","name":"Bulgaria"},{"@type":"Country","name":"Croatia"},{"@type":"Country","name":"Cyprus"},{"@type":"Country","name":"Czech Republic"},{"@type":"Country","name":"Denmark"},{"@type":"Country","name":"Estonia"},{"@type":"Country","name":"Faroe Islands"},{"@type":"Country","name":"Finland"},{"@type":"Country","name":"France"},{"@type":"Country","name":"Georgia"},{"@type":"Country","name":"Germany"},{"@type":"Country","name":"Gibraltar"},{"@type":"Country","name":"Greece"},{"@type":"Country","name":"Guernsey"},{"@type":"Country","name":"Hungary"},{"@type":"Country","name":"Iceland"},{"@type":"Country","name":"Ireland"},{"@type":"Country","name":"Isle of Man"},{"@type":"Country","name":"Italy"},{"@type":"Country","name":"Jersey"},{"@type":"Country","name":"Kosovo"},{"@type":"Country","name":"Latvia"},{"@type":"Country","name":"Liechtenstein"},{"@type":"Country","name":"Lithuania"},{"@type":"Country","name":"Luxembourg"},{"@type":"Country","name":"Malta"},{"@type":"Country","name":"Moldova"},{"@type":"Country","name":"Monaco"},{"@type":"Country","name":"Montenegro"},{"@type":"Country","name":"Netherlands"},{"@type":"Country","name":"North Macedonia"},{"@type":"Country","name":"Norway"},{"@type":"Country","name":"Poland"},{"@type":"Country","name":"Portugal"},{"@type":"Country","name":"Romania"},{"@type":"Country","name":"San Marino"},{"@type":"Country","name":"Serbia"},{"@type":"Country","name":"Slovakia"},{"@type":"Country","name":"Slovenia"},{"@type":"Country","name":"Spain"},{"@type":"Country","name":"Sweden"},{"@type":"Country","name":"Switzerland"},{"@type":"Country","name":"Ukraine"},{"@type":"Country","name":"United Kingdom (UK)"},{"@type":"Country","name":"Vatican City (Holy See)"}],"jobLocationType":"TELECOMMUTE"}