Technical Support Engineer

Slide; Hawaii; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, vision coverage

Generous PTO and holidays

401(k) retirement plan

Professional development

Job summary

Slide, a security-first BCDR company for MSPs, seeks a Technical Support Engineer to resolve complex BCDR challenges for partner MSPs. You will serve as a subject matter expert, pushing technical excellence and a world-class partner experience.

The role emphasizes independent work during Hawaii evenings to cover Eastern Time, with potential for additional hours as business needs dictate. You will mentor teammates and contribute to automation and documentation efforts.

Qualifications

• 5+ years in technical support, IT infra roles.
• Expert knowledge of BCDR technologies.
• Experience with Windows Server, Linux and virtualization.
• Strong networking and storage tech knowledge.
• Scripting: PowerShell, Bash or Python.
• Able to work independently under pressure.
• Experience in incident management and RCA processes.

Responsibilities

• Provide expert-level technical support for Slide's BCDR products.
• Lead troubleshooting for data backup, recovery, virtualization, storage, and networking.
• Perform advanced restores, virtualization of backups, and cloud failovers.
• Serve as escalation point for Tier 1/2 support engineers.
• Collaborate with engineering/product teams to relay partner feedback.
• Create and maintain advanced internal/partner docs and runbooks.
• Lead RCA and incident response for critical cases.
• Mentor junior teammates and assist with onboarding.

Skills

Technical support

Systems engineering

IT infrastructure

Disaster recovery

Independent work

Tools

Windows Server 2012+

Ubuntu Linux

VMware ESXi

Hyper-V

KVM/libvirt

Job description

This position works Sunday through Thursday, 4:00–11:00 PM HST (3:00–10:00 PM during Daylight Saving Time), providing overnight coverage for our partners on Eastern Time. The full shift schedule will be determined based on business needs and may include additional hours before or after this window.

About Slide

Based in Westport, Connecticut, Slide is a modern, security-first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers (MSPs). Founded by Austin McChord (Datto Founder & former CEO) and Michael Fass (former Datto General Counsel & Chief People Officer), Slide is led by a team of industry veterans with deep expertise in backup, disaster recovery, and cybersecurity. Built from scratch with a clean-room codebase and free from legacy technical debt, Slide delivers a high-performance, easy-to-use platform designed for the future of MSPs. The company combines security, speed, simplicity, and support - without outdated pricing models or restrictive contracts.

About the Job

We are seeking a Technical Support Engineer with deep expertise in BCDR solutions to support Slide's MSP partners in resolving complex technical challenges. In this role, you'll serve as a subject matter expert for Slide's BCDR products, driving technical excellence and ensuring a world-class partner experience.

This role works evening hours Hawaii time, covering overnight Eastern Time, so this position will be expected to work independently for the majority of their time.

What you'll do

• Deliver expert-level technical support for Slide's BCDR product suite.

• Lead troubleshooting efforts for complex issues related to data backup, recovery, virtualization, storage, and networking.

• Perform advanced data restores, virtualization of backups, and cloud failovers.

• Serve as an escalation point for Tier 1 and Tier 2 support engineers.

• Collaborate with engineering and product teams to communicate partner feedback and drive continuous improvement.

• Author and maintain advanced-level internal and partner-facing documentation, runbooks, and KB articles.

• Participate in root cause analysis (RCA) processes and lead incident response for critical support cases.

• Mentor and coach junior team members and assist with onboarding of new hires.

• Identify recurring issues and contribute to supportability improvements and automation initiatives.

What we're looking for

• 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, with a strong focus on backup and disaster recovery.

• Expert knowledge of BCDR technologies, including image-based backups, cloud failover, and recovery testing.

• Deep experience with Windows Server (2012+), Ubuntu Linux, and virtualization technologies (KVM/libvirt, VMware ESXi, Microsoft Hyper‑V).

• Strong knowledge of networking protocols (TCP/IP, VPN, DNS, DHCP, NAT) and storage technologies (ZFS, RAID, iSCSI, SMB).

• Familiarity with scripting and automation (PowerShell, Bash, or Python).

• Excellent analytical, diagnostic, and troubleshooting skills.

• Ability to work independently in high-pressure customer situations.

• Proven ability to manage high-priority incidents and communicate effectively under pressure.

Nice to have

• Experience supporting MSP BCDR appliances and services.

• Previous experience in an MSP environment or working directly with MSP clients.

• Certifications such as MCSE, VCP, or Network+.

• Exposure to ZFS file systems and Linux-based storage appliances.

Why join us

• Comprehensive health, dental, and vision coverage.

• Paid Time Off: Generous paid time off and holiday schedule.

• Retirement Plan: 401(k)

• Professional Development: Opportunities for training and professional growth.

• The opportunity to do your life's work in a dynamic and creative environment with likeminded individuals.