Remote Technical Support Engineer – Canada

CrashPlan; United States; Remote; USD 34,000 - 40,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

CrashPlan is seeking a Technical Support Engineer to join a focused team delivering technical support for eCommerce and enterprise customers. You will manage chats, emails, and video calls in a customer support center environment.

You will own customer issues from problem to resolution, educate and retain customers, analyze logs, reproduce defects, and work with cross-functional teams. Remote Canada-based applicants are considered.

Qualifications

• 4+ years of relevant work experience, or combination of education and relevant work experience.
• Ability to make decisions on your own, and consult with team leaders as needed.
• Fluent in Windows, Mac and Linux operating systems.
• Understanding of the technical fundamentals of the Internet and server administration, such as SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping.
• Strong scripting experience (e.g. Bash, PowerShell, Python, JavaScript)
• Strong knowledge of database technologies
• Strong knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code
• Excellent problem-solving and customer service etiquette

Responsibilities

• Taking ownership of reported customer issues and seeing problems through to resolution
• Facilitating customer communication, education and retention
• Collaborating with your team on issues and their solutions
• Performing thorough analysis of varied log and system files related to CrashPlan products
• Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Reviewing manuals, release notes, and patch documentation for possible issue resolution
• Stay up to date on CrashPlan products and processes as well as 3rd party applications CrashPlan interacts or integrates with
• Meeting service level agreements and ensuring proper documentation of all issues
• Directing and developing your own professional skill and that of your junior colleagues
• Cross-departmental Projects as assigned
• Participating in a scheduled on-call rotation to respond to critical (Sev1) customer issues
• Other duties as assigned

Skills

Windows

Mac

Linux

Scripting

APIs

Customer support

Communication skills

Tools

APIs

Job description

CrashPlan is seeking a Technical Support Engineer to join a focused team delivering technical support for eCommerce and enterprise customers. You will manage chats, emails, and video calls in a customer support center environment.

You will own customer issues from problem to resolution, educate and retain customers, analyze logs, reproduce defects, and work with cross-functional teams. Remote Canada-based applicants are considered.