Escalation Support Software Engineer

BigTime Software is seeking an Escalation Support Software Engineer to join our Phoenix office. As a dynamic Escalations Engineer, you will serve as a final point of contact for customer issues that Level One and Two support teams cannot resolve. This is an exciting opportunity to join a team of talented individuals who are passionate about providing a great customer experience while helping solve problems they might be experiencing. 

The right candidate will be a self-starter, possess excellent troubleshooting and reasoning abilities, and possess strong written and verbal communication skills along with a desire to work on networking, security, proxy, web, DLP and other client-server technologies. 
 

Who is BigTime?

We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry.

BigTime is a PE-backed company, headquartered out of Chicago, with offices in Chicago, Boston, Phoenix and most recently, expanding internationally. We've proudly been named on Crain’s Best Places to Work 2 years in a row -- if you're motivated to join a hyper growth organization, we're eager to talk to you.

What You’ll Be Accountable For

• Primarily responsible for triaging highly technical issues.
• Serve as the final escalation point for issues that Level One and Two support teams cannot resolve.
• Develop custom scripts or tools to address specific issues or automate repetitive tasks.
• Be a mentor and technical leader for other technical support engineers.
• Provide a consistent positive customer experience.
• Develop technical articles and documentation and assist in growing both our internal and public-facing knowledge base.
• Work with Professional Services, DevOps, Engineering, Product & Support in resolving issues in a timely fashion.
• Self-Starter, Collaborative, Responsive and Enterprising in achieving customer objectives.

Who You Are

• 3+ years’ experience as Escalation Engineer/Technical Support, with B2B Enterprise SaaS integrations
• Bachelor’s Degree OR equivalent experience
• Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise customers.
• Proficiency in .NET development languages (e.g., C#, VB.NET) and understanding of .NET architecture and application lifecycle.
• Proficiency in front end technologies (e.g., Angular, React, Typescript).
• Deep knowledge of SQL Server installation, configuration, performance tuning, security, and troubleshooting.
• Knowledge of IaaS - AWS, Azure or GCP.
• Experience in a technical support role, preferably with progression from Level One or Two support, demonstrating a deep understanding of escalation procedures and customer service.
• Experience building customer-facing documentation.

What We Offer

• Competitive salary and a quarterly bonus
• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance
• 401k with generous company match
• Paid Parental Leave & Access to Parently platform
• Hybrid work schedule - In office 2-3 times a week
• Generous time off and paid company holidays
• Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
• Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water
• Company provided latest technology & software tools
• Chicago & Boston office offer onsite gym

EOE Verbiage 

Applicants must be authorized to work in the U.S. BigTime Software, Inc. is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.