Technical Support Engineer (USA)

Getfilecloud; Austin (TX); Remote; USD 55,000 - 80,000; Full time

Job summary

Join a leading company as a Technical Support Engineer, fully remote, where you will help diagnose and resolve customer issues while working with a passionate team. FileCloud offers competitive salaries, mentorship, and various benefits including paid time off, birthday leave, and volunteering support.

Benefits

Training and education opportunities

Mentorship model for development

Competitive salary with annual bonus

20 days of paid time off

Paid day off on your birthday

Paid day off for volunteering

Paid monthly internet cost

Reimbursement of hardware costs

Qualifications

• Good language communication skills in English (verbal and written).
• Available to work a shift between 9 am to 5 pm CST.
• US citizen based in the US.

Responsibilities

• Diagnose, troubleshoot, and resolve customer issues in a timely manner.
• Respond to all Level 1 & Level 2 support tickets within SLA.
• Create knowledge base content derived from resolved issues.

Skills

Linux administration

Web Application support

Network Share management

Technical Support experience

Support ticketing systems

Active Directory

PHP application debugging

MongoDB troubleshooting

Apache troubleshooting

AWS Administration

Azure Administration

Single Sign On experience

Job description

FileCloud is looking for an enthusiastic and experienced Technical Support Engineer based in the US to join our team. In this role you will diagnose, troubleshoot, and resolve customer issues in a timely manner. This role is fully remote and will require working remotely with other team members.

About the Product & Company:

FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform that provides industry leading compliance, data governance, data leak protection, data retention and digital rights management capabilities. FileCloud is a leader in content governance and collaboration for unstructured data, trusted and used worldwide across Global 1000 enterprises, educational institutions, government organizations, and service providers. In addition to its enterprise file sharing solution, FileCloud’s product portfolio also includes Signority (acquired in May 2024), a Canadian-based e-signature and document workflow platform. We are currently expanding our team as we grow and improve FileCloud.

Key Responsibilities

• Become a product expert by testing all the different features of FileCloud – installation, configuration of features, and test product on multiple desktop applications
• Respond to all Level 1 & Level 2 support tickets within SLA
• Create internal tickets with product engineering
• Fill in required forms and administer & complete tickets after dealing with customers
• Follow up with customers and keep them updated regarding any tickets under investigation
• Create knowledge base content derived from resolved issues
• Support weekend shift rotation (at least 1 weekend shift per month)
• Follow escalation procedures as required to the designated team
• Present good communication (both written and verbal) between the team and other departments.
• Perform professional service tasks assigned by the senior team

Required:

• Currently based in the US and is a US citizen
• Available to work a shift between 9 am to 5 pm in CST time zone
• Availability to work support weekend rotation (at least 1 weekend shift per month CET time zone)
• Present good language communication skills in English (verbal and written)

Preferred:

• Linux administration experience with Ubuntu, CentOS, Debian, RHEL
• Knowledge of Web Application support in Linux
• Possess Network Share management skills
• Experience in a Technical Support position
• Support ticketing system experience (HubSpot, Zendesk, Freshdesk, SupportPal, etc.)
• Windows Server Administration working with Active Directory, NTFS, IIS, SSL certificates, Power Shell, etc.
• Possess PHP application debugging skills
• Experience in MongoDB troubleshooting
• Experience in Apache troubleshooting
• Experience in AWS Administration
• Experience in Azure Administration
• Possess Single Sign On experience

What We Offer

• Be part of a team of passionate, committed individuals dedicated to building a world-class product
• Dedicated time for training and education opportunities
• A mentorship model wherein your mentor and team support your development
• A competitive salary with an annual bonus
• Fully remote work
• 20 days of paid time off which increases by a further 2 days after 3 years of service and 3 days after 5 years of service (in addition to 10 public holidays in your country)
• Paid day off on your birthday or on an alternative day if your birthday falls outside a normal working day
• Paid day off to volunteer with the charity of your choice
• Paid monthly internet cost, as well as lunch and wellbeing stipend provided
• Reimbursement of all hardware costs associated with the role

Please note that we conduct background security checks for everyone joining our team.