Technical Support Engineer - File Migration Specialist

ZipRecruiter; Utah; Remote; USD 60,000 - 80,000; Full time

Job summary

A fast-growing SaaS company is seeking a Technical Support Engineer (File Migration Specialist) to lead file migrations and provide exceptional customer support. This fully remote position requires strong analytical skills and a customer-first mindset. Candidates based in Utah are preferred. The role offers flexible paid time off, health benefits, and a collaborative work environment.

Benefits

Flexible Paid Time Off

Health Benefits (Medical, Dental, Vision)

401(k) with company match

Mental Health support

Paid New Parent Leave

Supplemental Benefits (Life & AD&D insurance)

Company Events

Qualifications

• 1-2 years of experience as a Technical Support Engineer (TSE).
• Strong understanding of SaaS environments and web applications.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and monitor file migrations from third-party systems.
• Engage with customers to gather file system access and migration requirements.
• Document migration outcomes, blockers, and solutions.

Skills

Customer communication

Problem-solving

Technical support experience

Analytical skills

Tools

Jira

Postman

Intercom

Job description

Overview

Technical Support Engineer - File Migration Specialist at Canopy, South Jordan, UT (Remote, Utah is required).

About Canopy: Canopy is a fast-growing SaaS company building simple, efficient software for accounting firms. We focus on delighting customers, solving problems, and being good people along the way.

We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry and help clients unlock the firm they've always wanted with our Practice Management Suite.

This is a fully remote position available for candidates based in Utah only.

The Opportunity

We are hiring a Technical Support Engineer (File Migration Specialist) to support our growing customer base during onboarding: migrating files into Canopy. You will lead file migrations from start to finish, engage with practitioners to collect key information, monitor migrations, and troubleshoot issues. You will escalate complex blockers to Engineering when needed and support the broader Technical Support Engineering team on escalations and high-priority issues.

This role is ideal for someone who thrives in technical, customer-facing work and enjoys solving real problems that drive customer success.

What You’ll Do

• Lead and monitor file migrations from third-party systems (e.g., GoFileRoom, FC Extract, ToCanopy workflows)
• Engage with customers to gather file system access, credentials, and migration requirements
• Monitor migration progress throughout the day using command-line tools and internal dashboards
• Troubleshoot file issues (e.g., corrupted or skipped files) and attempt resolution before escalating
• Use tools like Postman, Command Line, and Remote Desktop to investigate and test migration issues
• Escalate complex technical issues to Engineering with full context and testing documentation
• Document migration outcomes, blockers, and solutions in internal tools
• Support TSE peers on escalated customer issues, triaging bugs, or unblocking tickets
• Contribute to improving internal tooling, documentation, and file migration workflows

What We’re Looking For

• 1-2 years of experience as a Technical Support Engineer (TSE)
• Strong understanding of SaaS environments and web applications
• Experience with ticketing and customer communication tools such as Intercom and Jira, or similar software
• Ability to prioritize and manage multiple tasks while remaining hands-on with customer escalations
• Strong analytical and problem-solving skills with a customer-first mindset
• Excellent written and verbal communication skills
• Experience working cross-functionally in a fast-paced environment

We know many women do not apply for a job if they don’t perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have

• Basic SQL knowledge and experience using network diagnostic tools like Sentry or DataDog
• Familiarity with accounting software or a background in SaaS products

Why You Want to Work Here

• Flexible Paid Time Off - you’re encouraged to use it, plus 10 company holidays
• Health Benefits - Medical, Dental, Vision, and an HSA Match
• 401(k) - company matches 100% up to 3% with immediate eligibility and 100% vesting
• Mental Health - access to Impact Suite and Employee Assistance Program (EAP)
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits - company-paid Basic Life & AD&D insurance and long & short-term coverage
• Nectar - peer-to-peer recognition program
• Company Events - monthly meetings, summer parties, and more
• ERGs - committees to plan education, outreach, recruiting, onboarding, and more
• Fully-stocked kitchen – options for diverse dietary needs

Our Values

Own, Win, Do Good, Embrace Curiosity & Candor.

To learn more about us and our values, visit the Canopy site.

Interviewing @ Canopy

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Application review and mutual fit assessment
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Role-specific details are provided during your first call with the People Team. This is your interview too, so bring questions.

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other legally protected characteristics.