CAREERS AT BIGLEAF

Come grow with us

Take your next steps with a company that's...

Built on teamwork

We believe that the future success of any business is tied to the success of its people. So we’re committed to investing in each other as we grow. From peer mentoring to group events, Bigleaf is committed to building an environment where teamwork is core to everything we do.

Developing for the future

Bigleaf’s SD-WAN technology was designed to solve today’s critical networking challenges while building for the future needs of businesses everywhere. To do that, we’re building a team that wants to explore new approaches and technologies; to rethink the way networks are built and how IT is run. 

BENEFITS

Live well at Bigleaf

Paid vacation

Competitive health plans

Paid gym membership

Generous parental

and family leave

OPEN ROLES

See where you fit

Please take a look at any open roles below. If you would like to join us in one of these roles please send along a resume and cover letter/email of how you meet the qualifications for the role and why you’re interested to careers@bigleaf.net.

Sales Engineer

If you love serving customers and partners, have a strong knowledge of telecom networking, and can quickly envision how to implement network technologies into customer environments, this might be a great role for you. Welcome to Bigleaf – we keep businesses connected to the cloud. Check out more info on our homepage: http://www.bigleaf.net Our service is growing quickly and we’re looking for a Sales Engineer to join our team. Bigleaf is a well-funded fast-growing startup, so your day-to-day tasks will vary quite a bit and morph over time, but here’s an overview:

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).
 
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.

Software Engineering Manager

At Bigleaf, our mission is to improve application usability by developing and delivering technology and services that enhance network reliability, performance, and observability.

We believe that managers are servant leaders who will act with drive and urgency, yet always take the time to listen and to do the right thing. They constantly seek new ways to explain, coach, teach, enable, and bring out the best in everyone around them.

Please include a cover letter telling us what will make you successful in an engineering management role for a fast-growing startup.

 

Position Summary

  • Management: You’ll be responsible for individual developer productivity and growth, potentially also other managers.
  • Mentoring: Navigate challenging life situations, bolster collaboration and teamwork. Basic HR like approving time off, 1:1s.
  • Release processes and tools: Work with the Atlassian stack (Bitbucket, Jira, Bamboo) to ensure a healthy release cadence.
  • Cross-functional leadership: Collaborate with product and sales leaders to define project requirements and shape team priorities.

 

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 managing high-performing software engineering teams
  • A proven track record of delivering high-quality software
  • Experience with algorithms, data structures, complexity analysis and software design
  • Experience with Cloud environments such as AWS and Azure
  • 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. 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.

Software Engineer

If you love creating and maintaining software, working with Linux, and focusing on networking, this might be a great role for you. Welcome to Bigleaf – we keep businesses connected to the cloud. https://www.bigleaf.net/how-it-works/ Bigleaf is growing quickly and we have big plans. We’re looking for a Software Engineer to join our team. We’re a well-funded fast-growing startup, so your day-to-day tasks will vary quite a bit and morph over time, but here’s an overview:
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

 

Welcome to Bigleaf – we keep businesses connected to the cloud. Check out our website for more info on what we do: http://www.bigleaf.net/#video
 
Bigleaf Networks is growing quickly and we have big plans. We’re looking for a Network Production Specialist to join our Operations team to facilitate receiving, warehousing, inventory control, order fulfillment, distribution facilities maintenance and customer service.
 
We’re a well-funded fast-growing startup, so your day-to-day tasks will vary a bit and morph over time, but here’s an overview:
 
Responsibilities
•  Work with an ERP system, efficiently inputting data, receiving, counting and stocking incoming inventory, confirming against PO and performing other tasks while ensuring accuracy
•  Process returns, disassembling, inspecting, re-flashing, and restocking equipment
•  Assemble components (light electronics manufacturing including unbox, prepare, provision, test and ship routers)
•  Assist in conducting complete physical inventory count as needed
•  Organize and maintain warehouse and inventory areas for efficient material storage and handling
• Interact with customers, vendors, and partners via phone and email
•  Log and escalate provisioning issues to VP of Operations
•  Help identify and implement system/process enhancements to improve the level of service we provide to our Customers and Partners
•  Ultimately, you should be able to ensure productivity targets are achieved and that all warehouse processes are running smoothly and promptly.
 
Qualifications
•  A passion for serving customers
•  Attention to detail is key in this position as you will be dealing with a high volume workload.
•  Effective English communication skills
•  Experience in warehouse procedures and best practices
•  Ability to follow written and verbal instructions and prioritize workload effectively
•  Good problem solving skills
•  Ability to think creatively, stay organized, identify goals, and be self-motivated
•  A positive and proactive attitude and a strong desire to learn and grow
•  Strong desire to be a critical member of a tight-knit team
•  Knowledge of hazards and safety precautions relating to equipment operation and loading and unloading of materials. 
•  Ability to establish and maintain effective working relationships with other employees and vendors
•  Ability to organize items by broad and specific classifications
•  Ability to safely use tools and equipment including: telephone; personal computer; printer; copy machine; vehicle, pallet jack, heat gun, electric screwdriver, and other equipment pertaining to this position
•  Ability to frequently lift and move up to 25 lbs and occasionally up to 50 lbs
•  Ability to occasionally climb, crouch, kneel, and crawl.
 
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.
 
Working hours for this position are Monday through Friday from 8:30-5pm.

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.

AR Specialist

If you have a knack for excellent customer service with a solid base in customer contracts and invoicing, and you also want to be a part of a fast-growing company, this might be the role for you! Welcome to Bigleaf – we keep businesses connected to the cloud. Wonder how that works? Check out the videos on our homepage: http://www.bigleaf.net Our business is growing rapidly and we have big plans. We’re looking for an AR specialist to join our team! Bigleaf is a well-funded fast-growing company, so while your tasks may vary from day-to-day, below is a general overview:

Position Summary

Customer Service
  • Process incoming customer inquiries related to Bigleaf service and subscription invoicing.
  • Review customer contracts, as needed, to understand and communicate contract terms.
  • Manage incoming inquiries with the goal of responding within 24 hours of receipt.
  • Navigate customer ticketing system and transactions in ERP system in order to properly assist customers.
Accounts Receivable
  • Review applicable payment and/or credit memo transactions to ensure all are processed and accounted for accurately and timely.
  • Serve as backup for customer invoicing processing on a daily, weekly or monthly basis.
Collections
  • Assist in the performance of routine collection activities on an on-going basis.
Other Duties
  • Various accounting-related project work, as needed.
  • Light office admin, including ordering of supplies.

Required Qualifications

  • Strong attitude of service towards co-workers and customers.
  • At least 2+ years of experience in relevant roles.
  • Knowledge of QuickBooks Online, MS Word and Excel preferred.
  • Exceptional skills in accuracy and attention to detail.
  • Ability to multi-task, prioritize and work efficiently.
  • Ability to work with a team as well as independently.
  • Good organizational and time management skills.
  • Ability to be versatile (and have fun!) as you work in a fast-paced and growing environment.
If you are interested in this AR Specialist role, please send along a resume and cover letter/email of how you meet the qualifications for the role and why you’re interested to careers@bigleaf.net. 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.

VP of Operations

If you love the mix of people, processes, and physical goods involved in a well-tuned business operation, then this might be the role for you.

Welcome to Bigleaf – we keep businesses connected to the cloud. Check out more info on our homepage: http://www.bigleaf.net

Our business is growing quickly and maturing, and we’re looking for an experienced and hands-on VP of Operations to join our executive team. You’ll report to our CEO and have a major impact on the success of the business.

Bigleaf is a well-funded fast-growing startup, so your day-to-day tasks will vary quite a bit and morph over time, but here’s an overview:

 

Position Summary

  • Team and Operations Leadership: In this role your years of operations leadership experience will shine. You’ll act as both an individual contributor on key projects, as well as a strategic team leader for your small but growing team. You’ll train, guide, challenge, encourage, correct, and reward team members, and do other typical management and leadership tasks to ensure the health and success of each person on your team. You’ll also leverage your strong knowledge of business and IT operations practices to implement and maintain those practices across the business, in some cases directly leading efforts, and at other times collaborating with other team leaders. Your years of wisdom in this area will protect Bigleaf’s operations, while also
  • Turn Sales into Revenue: After our marketing and sales teams have earned new business from our customers, you’ll ensure that we quickly and efficiently turn those sales into billing services. This will involve project management (both for customer-facing projects as well as internal projects) and also strategy and execution of our provisioning operation. Our provisioning team gathers info from customers, sets up our on-prem network equipment, and ships it to our customers for use. With close collaboration with our sales team, you’ll ensure that these steps are done effectively and that we’re meeting or exceeding customer and sales partner expectations.
  • IT Systems and Processes: You will be the trusted owner of our internal IT systems and processes. From routine needs such as laptop computers, to sophisticated systems like our ERP system, to key security areas such as IS policies and network security, you’ll ensure that our IT system and process have sound strategy behind them and that the needs are met. You’ll work in close collaboration with all other teams on these needs, such as the finance and sales teams for our ERP system, and the development and network teams for security.
  • Physical Needs: There are a number of physical needs across the business that you’ll ensure are met. The most unique is our customer-prem network equipment (routers and switches). You’ll work with our router ODM vendors to lead the design, sourcing, and fulfillment of this equipment. You’ll also maintain strong relationships with several other key vendors, including our server and network providers. In addition to those unique needs, you’ll also care for our more routine needs of receiving, inventory, shipping, physical office facilities, and other physical operations. In all of these areas, you’ll continually be looking ahead to our future and growth path to ensure we’re well prepared and can adapt as things change.
  • (Optional) Network and Support Leadership: Depending on your work experience, this aspect of the business might be best situated as part of your role, or we may keep it as a separate team with its own leader on our executive team. If we bring this area under your oversight, you’ll be responsible for our technical support and network operations. We stand out by providing excellent service to our customers, eliminating the typical finger-pointing seen in IT, through skillful troubleshooting and true care for our customers. In this role you’ll strategically guide our technical support and network teams, ensuring that they are well integrated with each other and with our development team. Bigleaf has a heavy “DevOps” mix of collaboration between all three of these teams, and you’ll use your operational leadership experience to build and mature that collaboration as we scale. Our customers expect outstanding network reliability and performance, so you’ll ensure that our network and support experiences meet or exceed expectations, including SLAs and targets to support sales activity.

 

Required Qualifications

  • At least 10 years of experience leading and scaling tech business operations, with some of that as part of a high-growth venture-backed startup.
  • At least 2 years of experience leading physical IT operations in a public-facing IT environment, such as a datacenter, internet carrier, CDN, or other service provider.
  • Experience implementing and managing internal-facing IT tools, including ERP systems, CRM systems, and data analytics systems.
  • Experience managing physical inventory, shipping, and receiving
  • Knowledge of and experience implementing IT Service Management practices such as ITIL
  • A passion for serving customers and team members in a humble and consultative manner
  • Demonstrated care for and experience in the professional and personal development of team members
  • Strong ability to clearly communicate technical concepts to both technical and non-technical people in written and spoken English
  • Self-starter approach to identifying and accomplishing goals
  • Basic understanding of networking and internet fundamentals
  • Basic understanding of information security
  • Ability to be on-call for escalation matters
  • Ability to travel occasionally (a few times per year)

 

Bonus Qualifications

  • Experience sourcing and managing relationships with ODM network device vendors
  • Experience managing information security teams, policies, and/or systems
  • Project Management experience
  • ITIL or other IT Service Management certifications

If interested in the optional Network and Support aspect of the role, we’ll also look for:

  • Experience leading public-facing network operations/engineering, and technical support teams
  • Strong understanding of networking and internet routing
  • 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?)

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.

Senior Network Support Engineer

Do you love serving customers by troubleshooting complex network issues? Do you know how to use TCPdump and Wireshark to troubleshoot TCP resets caused by a mis-configured firewall? Are you comfortable making BGP routing changes after using MTR to identify a specific carrier network path that is dropping packets? If you answered “yes” to those questions, then this might be the role for you. Welcome to Bigleaf – we keep businesses connected to the cloud. Check out more info on our homepage: https://www.bigleaf.net/how-it-works/ Our service is growing quickly and we have big plans. We’re looking for a Network Support Engineer to join our team. Bigleaf is a well-funded fast-growing startup, so your day-to-day tasks will vary quite a bit and morph over time, but here’s an overview:
Position Summary
  • Network Troubleshooting: In this role you’ll dig into complex network issues to find root cause and drive them to a resolution. This will include extensive use of tools such as tcpdump, Wireshark, MTR, and iPerf. You’ll troubleshoot issues including ISP/carrier circuit problems, VoIP call drops, slow downloads, unexpected firewall behavior, and numerous other challenging situations.
  • 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 will help customers (usually working with their IT consultants or other skilled people) to investigate and resolve issues such as inconsistent application performance, odd network behavior, and other network problems. As a senior engineer on our support team, you’ll typically handle the most complex escalated issues that we run into.
  • Sales Engineering: You’ll interact with our customers and partners as a technical expert on our services and technology. You’ll act as a consultant to them, identifying their needs and communicating how Bigleaf can be of value to them. This will usually be via phone, but will involve occasional travel for larger opportunities.
  • Device and Service Management: We employ both traditional network equipment and custom Linux-based systems within our network. You’ll work with these platforms manually and through automation. We use Puppet, Ansible, and several other tools for automation, and you’ll have opportunities to grow your Linux skills.
Required Qualifications
  • A passion for serving customers with outstanding support
  • At least 5 years of experience in a network 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.
  • Mastery of networking fundamentals
  • 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?)
  • Experience with dynamic routing protocols including BGP in multi-homed environments
  • Experience with Linux networking. Technologies we use include Debian and OpenWRT.
  • Ability and willingness to participate in an on-call rotation and assist with occasional nighttime network maintenance tasks.
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.

Network Support Specialist–Early morning shift (4am to 12:30pm)

 

If you enjoy tech support, deep network troubleshooting, and Linux, this might be the role for you.

Welcome to Bigleaf – we keep businesses connected to the cloud. Wonder how that works? Check out the videos on our homepage: https://www.bigleaf.net/how-it-works/

Our service is growing quickly and we have big plans. We’re looking for a Network Support Specialist to join our team.

Bigleaf is a well-funded fast-growing startup, so your day-to-day tasks will vary quite a bit and morph over time, but here’s an overview:

 
Position Summary
  • Technical Support: We believe it’s crucial to provide excellent service to our customers, eliminating the typical finger-pointing through skillful troubleshooting. In this role your primary responsibility will be to help customers (usually working with their IT consultants or other skilled people) to investigate and resolve speed concerns, application performance issues, new installations questions, and other similar situations.
  • Network Operations: Our customers expect outstanding network reliability and performance. In this role you’ll help manage our global IP routing platform and other network systems. This can involve monitoring network behavior, configuring routers and switches, and troubleshooting issues like packet loss or jitter.
  • Device and Service Provisioning: Our platform consists of custom operating systems and software that runs on equipment in data centers and at the customer premises. You’ll be part of a team that installs our operating systems and provisions service for customers. Much of this process is automated, but you’ll need to pay good attention to detail and be able to work with Linux. We use Puppet, Ansible, and several other tools for automation.
 
Required Qualifications
  • A passion for serving customers with outstanding support
  • At least 2 years of experience in a tech-support role
  • Strong ability to clearly communicate technical concepts to both technical and non-technical people in written and spoken English
  • Self-starter approach to identifying and accomplishing goals
  • Natural ability to incrementally troubleshoot technical problems
  • Strong understanding of networking fundamentals (e.g. knowing what ARP is and how IP routing works will be important for you to succeed).
  • 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?)
  • Some experience with Linux is helpful. We use Debian and OpenWRT
  • Strong desire to learn and grow
  • Ability to participate in an on-call rotation

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.

Note, the current open shift for this role is for the early morning shift (4am to 12:30pm).