Come grow with us

Position Summary

• Customer and Partner Calls: You will be a key technical resource for our sales team. You’ll typically be on several calls each day, working to qualify customer need and determine if Bigleaf is a fit in the customer environment. You’ll then clearly communicate which of the customer needs that Bigleaf can address, how implementation will go, and address any technical objections or areas of concern. You’ll also work to educate partners on Bigleaf, where we fit best, and how the technology works.
• Technical Documentation: As part of pre-sales engineering work, and post-sales implementation hand-off to our provisioning team, you’ll create network diagrams and other documents for customers, partners, and internal team members. These documents will provide clear visual guides, appropriate for the technical depth of the audience, of Bigleaf implementations, technology, and our network. You’ll also work in concert with our provisioning team for larger projects, ensuring customer expectations that were set during the sales process are met or exceeded during implementation.
• Meetings and Events: While much of your work will be performed out of our Beaverton, Oregon headquarters, you’ll also routinely travel to customer locations for larger opportunities, visit partners for training events, and represent Bigleaf at tradeshows and other industry events.
• Internal Training and Competitive Intelligence: You’ll stay up-to-date on Bigleaf functionality, understanding it deeply by consulting with our network and development teams regularly, and you’ll stay up-to-date on competitive offerings through research and networking with others in the industry. You’ll use this knowledge to perform internal trainings on our solution (such as feature updates), as well as provide strategic technical guidance on market competition.
• Network Troubleshooting and Technical Support: We believe it’s crucial to provide excellent service to our customers, eliminating the typical finger-pointing that happens in IT, through skillful troubleshooting. In this role you’ll occasionally help customers (usually working with their IT consultants or other skilled people) to investigate and resolve issues such as ISP/carrier circuit problems, VoIP call drops, slow downloads, and unexpected firewall behavior. You’ll use tools such as tcpdump, Wireshark, MTR, and iPerf.

Required Qualifications

• A passion for humbly serving customers and partners
• Integrity
• A thoughtful, consultative communication style
• At least 2 years of experience in a network sales engineering role
• Strong ability to clearly communicate technical concepts to both technical and non-technical people in written and spoken English. A second language is a plus.
• Excellent understanding of networking fundamentals
• Strong experience with network edge device deployments, such as firewalls and routers
• Self-starter approach to identifying and accomplishing goals
• Natural ability to incrementally troubleshoot technical problems
• Strong understanding of how specific network issues affect application performance (e.g. how does packet loss affect TCP throughput? Or what are the effects of jitter on VoIP?)
• Ability and willingness to travel up to several times per month (including occasional international travel).

Position Summary

This is multi-faceted role where you’ll have opportunity to work on multiple projects, including:

• Systems Infrastructure Management: Our platform is built on co-located servers and network equipment, cloud VMs, and customer-premises network appliances which are primarily using Linux. You’ll help us develop and deploy more efficient and effective infrastructure as we continue to grow our overall footprint to accommodate an exponentially increasing service base.
• Applications Development for SD-WAN: You’ll apply experience in network protocol development to design and deliver business-ready SD-WAN products and features which enhance performance and understanding/visibility of different applications interacting on the network.
• Full-stack Web Development: You’ll participate in HTTP application development, including JSON APIs and web hosting, in both the front-end (HTTP Request processing) and back-end (databases and other infrastructure).
• Training/Mentorship: As part of the role you will provide documentation and training for teammates and other Bigleaf employees, as well as mentorship to junior teammates that you work with.

Required Qualifications

• A strong attitude of service towards co-workers and customers
• BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent practical experience.
• At least 4 years of experience in relevant software engineering roles
• Advanced network protocol experience
• Experience with algorithms, data structures, complexity analysis and software design.
• Experience with shell scripting and several programming languages, preferably including Python
• Strong understanding of Linux, including the Linux networking subsystem
• Experience with Cloud environments such as AWS and Azure
• Experience with SQL, preferably including Postgres
• Self-starter approach to identifying and accomplishing goals
• Natural ability to incrementally troubleshoot technical problems
• Ability to debug and optimize code and automate routine tasks.
• Ability to participate in an on-call rotation

This is a full-time position based at our corporate office in Beaverton, Oregon. Our vision is to bring peace into the lives of our customers through advanced technology and excellent service. Benefits include medical, dental, vision, stock options and a gym membership.

We are an equal opportunity employer. We encourage diversity and feel it makes our teams stronger, so if you meet the qualifications for this role please feel free to apply. We appreciate you taking the time to carefully read through this ad.

Network Production Specialist

Support Manager

Responsibilities:

• Customer calls and escalations: We take our customers’ network uptime very seriously. In a difficult situation, you will join one of our support specialists or engineers as they work with the customer by phone and through email to ease their concerns. If a customer is complaining, then their complaint needs to be escalated internally, so you’ll gather details to simplify the escalation process.
• Teaching and mentoring the team in how best to serve our customers and each other. Gently teach character and guide each team member in their professional development.
• Project management: Our multidisciplinary support team is responsible for numerous projects. You’ll loosely oversee them as they manage their own projects and provide status updates to the director of support.
• Weekly one-on-ones: You’ll meet weekly with each team member to gather information about how they’re doing and how we can best serve the team and our customers.
• Hiring: You’ll post role descriptions, read resumes, send out questionnaires, interview, evaluate, and recommend potential new team members.
• Quality control: You’ll organize quality audits for calls and tickets and provide constructive feedback to the team.
• Monitoring KPIs: For our support ticketing system, you’ll be gathering and monitoring key performance data so our customers are being served well, our support team’s workload is kept reasonable, and so we know when to hire additional team members.
• Managing attendance: You’ll cooperate with our growing 24/7 support team to schedule regular weekly hours and to manage their on-call rotations. Work-life balance is very important at Bigleaf, so you’ll need to help team members try to hit that balance given their unique situations and qualifications. This also involves managing a phone queue configuration.
• At Bigleaf you’ll have the opportunity to wear a lot of hats. Additional responsibilities and projects can vary each day, so you’ll need to be flexible and willing to serve the team in whatever capacity may be needed. This is one more reason why people say they enjoy working here.

Required qualifications:

• A passion for humbly serving customers and partners.
• Five years in a customer-oriented, customer-facing position.
• Two years in a management role for a customer-facing highly technical team.
• Excellence at clearly and warmly communicating in written and spoken English. The courage and compassion to speak to an upset customer if needed. A second language is a plus.
• Well-organized and detail oriented, with project-management experience.
• General industry understanding of Internet service and associated technologies, including things like IP addresses, VoIP, and cloud computing. A networking background is a plus but is not required.
• Self-starter approach to identifying and accomplishing goals. Experience at a fast-paced startup company a plus.
• Skilled at using Microsoft Office and a ticketing system such as Zendesk. Experience with a CRM or configuring a phone system is a plus.
• Ability and willingness to handle calls and other situations after hours if needed.

VP of People

Position Summary:

• People Development: We want Bigleaf to be a place where team members grow and succeed. To enable this, you’ll create and implement a strategic plan for mentoring, coaching, and training to ensure a healthy career path is available to everyone. You’ll also be a go-to resource for challenging life issues that team members encounter, such as work-impacting health problems, help building healthy relationships with other team members, conflict resolution, guidance on compensation, and more. With your understanding of how work and the rest of life are interconnected, you’ll connect team members with resources on personal finance, relationships outside of work, counseling, and other life needs.
• Culture Leadership: Bigleaf has an amazing culture right now. We’re a group of people who are friendly, open, peaceful, honest, work hard, and are driving towards shared goals. However, we know it will take a lot of work to maintain our culture as we continue to grow quickly. In this role, you’ll drive efforts to foster strong connections between team members and departments, design and run corporate events, drive efforts that further align our actions as a company with our values, and work closely with the rest of the leadership team to ensure we’re consistent with how we talk and behave.
• HR Development: In this role you’ll handle the onboarding, compliance, benefits, legal, and other key aspects of our HR needs. Initially as an individual contributor, you’ll run those efforts with the help of outside consultants. You’ll also take care of our payroll, commissions, and benefits. As Bigleaf grows, you’ll build and lead a team to ensure we succeed in all aspects of your role as we scale. You’ll also create and run a process for performance management/reviews, and you’ll put together compensation structures and justifications. You’ll ensure our benefits are competitive, and that our work environment is healthy and safe. You will be responsible both for developing HR strategies, and for implementing and acting upon them.
• Internal Recruiting: You’ll manage the recruitment process for all new hires. This includes gathering requirements, posting, reviewing, scheduling and conducting initial interviews during the hiring process. You’ll work directly with the rest of the leadership team to develop recruitment protocols and systems for best hiring and recruiting practices at Bigleaf.

Required qualifications:

• At least 5 years proven experience as part of a Human Resources or People team, with at least some of that at a 20-100 person high-growth investor-backed company
• At least 3 years of experience in a Director or VP role
• Experience and comfort directly providing HR support to a growing team, dealing with the challenges that people bring
• Experience training and mentoring others and resolving conflict
• Loving, relational, people oriented attitude with a passion to see people succeed
• Knowledge of labor, benefit, compensation, and other related laws and HR best practices to ensure legal compliance while fostering diversity on our team
• Knowledge of HR Systems and databases and HR/People metrics.
• Strong ability to clearly communicate strategies, initiatives, systems and tactics to people in written and spoken English
• Demonstrated care for the professional and personal development of team members
• A team-player mentality
• Self-starter approach to identifying and accomplishing goals

Director of Product Management

Position Summary:

• Research and Strategy: In this role, you’ll take your knowledge of internet networking and expand on it to become an expert on Bigleaf today and what Bigleaf of the future can look like. You’ll perform research and interviews on and with our customers, partners, and team members; analyze our markets, channels, and competitors; and evaluate pricing to optimize our growth rates and profitability. Through all of this, you’ll develop strategy and also perform the work as an individual contributor. Over time, as the company grows, you’ll have the opportunity to turn this into a leadership role, putting together a team to ensure success at scale.
• Product Development: Currently our CEO handles our product management functions. As Bigleaf is growing quickly, we need someone to step into this role who will take our vision and work directly with the CEO to bring that vision to fruition through careful product development. You’ll manage our roadmap, collaborating with other leadership team members, taking requests, prioritizing features and adjusting in real-time to our fast-paced business needs. You’ll work extremely closely with our VP of Software Engineering to ensure that you’re both in sync on development timelines, ROI, project requirements, and more. You’ll also be responsible for researching and projecting expected revenue, costs, profit, and ROI timing for new features.
• Deployment Management, Communications, and Training: To successfully release new features we have to carefully manage expectations, communicate thoroughly, and ensure everyone is trained at the right time when new features are deployed. You’ll handle all of these aspects, leveraging your experience to ensure everyone involved has a smooth experience that enables us to innovate quickly without causing needless frustrations or disruptions for customers and partners. You’ll project-manage each feature through idea, development, deployment, communication, and training. You’ll ensure communications are appropriately tailored to the relevant internal and external audiences. You’ll make sure documentation gets updated, so internal and external users have success with new features. You’ll train team members and partners on features and the platform, so they can understand how Bigleaf will best serve them now and in the future. Finally, you’ll work closely with our product marketing team to ensure we’re putting our best foot forward with customers and partners in marketing materials and communications.

Required qualifications:

• At least 7 years proven experience in product management roles
• Experience in both an early-stage high-growth investor-backed company and a larger, more established company
• Experience with product management of solutions sold to SMB customers
• Experience and comfort with agile development processes
• Strong knowledge of internet networking, network performance, VPNs, and network security
• Collaborative, positive, consultative attitude
• Strong ability to clearly communicate technical concepts in written and spoken English
• A team-player mentality
• Desire to grow in leadership and establish a product management team
• Self-starter approach to identifying and accomplishing goals

Project Manager, Onboarding

The Project Manager, Onboarding is a key member of the Bigleaf Operations Team. The primary responsibility of this position is to lead program implementation and deployments for small to large scale customers and ensure smooth customer onboarding in support of customer goals for success.
This position requires strong customer facing skills to manage implementation resources and to provide value added training and consulting services while managing customer deployments.

Responsibilities:

• Acquire detailed knowledge of the Bigleaf services and solutions and act as the trusted advisor to customers.
• Work with customers, telecom channel partners and Manage Service Providers to clearly understand their business needs and to design programs using Bigleaf offerings to accomplish their business goals and objectives.
• Based on program design, define the scope of the implementation project and develop a detailed project plan.
• Clearly break down complex projects into identifiable swim lanes and build well-structured project plans.
• Precisely manage project timelines and scope, accurately assess and mitigate risks to ensure successful project launch.
• Facilitate project kick-off calls, working sessions and meetings as required to drive customer requirements, communicate status and/or support risk mitigation strategies.
• Exhibit excellent communication and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
• Create and Incorporate motivating, creative, and interactive training techniques to enhance the customer experience to maximize customer use and improve retention.
• Work with internal resources to update/create end-user online self-directed training materials.
• Improve overall customer experience through innovation and utilization of customer satisfaction indexes and measurement tools
• Summarize and report on project status for internal management.
• Ensure all members of the Bigleaf team are engaged and focused on our customers’ ultimate objectives.

Required Skills and Qualifications:

• Bachelor’s degree, 5+ years of relevant business experience in a fast-paced SaaS technology consulting environment.
• Background in information technology, software, B2B service/relationship management
• Ability to collaborate with internal and external clients to define project requirements and expectations.
• Proven ability to manage projects, take charge and meet deadlines.
• Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
• Excellent analytical and problem-solving skills
• Ability to communicate extremely well both orally and in writing and deliver stand-up and online presentations to internal and external audiences.
• Ability to manage customer expectations in complex situations as well as align best practices.
• Strong organizational, leadership and interpersonal skills
• Ability to manage multiple customers and projects/tasks simultaneously.
• Must be able to develop materials that depict examples of our networking solutions.

Preferred Qualifications

• Internet industry experience
• Experience presenting to senior leadership
• Demonstrated ability to collaborate with stakeholders to create a variety of different project documents including building Scope and Charter, project plans, project status reports, etc.
• Proven ability to manage project scope, budgets and timelines
• Proven ability to prioritize, multi-task, and manage multiple complex bodies of work
• Confident, self-aware team player open to receiving/providing feedback
• Strong team-building skills
• Ability to establish strong relationships with all levels of an organization
• Perceptive, critical thinker with the ability to solve challenges creatively
• Possess influential and welcoming communication style
• Experience with Agile project management methodology
• Comfort with analytical and data analysis tools including Excel
• Passion for understanding outside in perspective with our customer’s needs and desires
• CAPM or PMP certification

This is a very exciting period of growth for our team. We appreciate you taking the time to carefully read through this ad. Our vision is to bring peace into the lives of our customers through advanced technology and excellent service. If you would like to join us in this role please send along a resume and cover letter/email of how you meet the qualifications above and why you’re interested. Benefits include medical, dental, vision, and a stock options plan.

We are an equal opportunity employer. We encourage diversity and feel it makes our teams stronger, so if you meet the qualifications for this role please feel free to apply.