Technical Support Engineer (USA)

Getfilecloud; Austin (TX); Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you will play a vital role in ensuring customer satisfaction by troubleshooting and resolving technical issues. This fully remote position allows you to work with a passionate team dedicated to building a world-class product. You will become a product expert, create knowledge base content, and engage with customers to keep them informed about their support tickets. With a competitive salary, flexible hours, and a range of benefits including paid time off and training opportunities, this role offers a fantastic opportunity for professional growth and development in a supportive environment.

Benefits

Flexible working hours

Paid time off

Birthday off

Volunteer day off

Paid internet costs

Lunch and wellbeing stipend

Reimbursement of hardware costs

Training and education opportunities

Mentorship model

Qualifications

• Experience in Technical Support with strong communication skills.
• Linux administration experience preferred with knowledge of web applications.

Responsibilities

• Diagnose and resolve customer issues in a timely manner.
• Create knowledge base content from resolved issues.

Skills

Technical Support

Linux Administration

Network Share Management

Web Application Support

PHP Debugging

MongoDB Troubleshooting

Apache Troubleshooting

AWS Administration

Azure Administration

Communication Skills

Tools

HubSpot

Zendesk

Freshdesk

SupportPal

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 testing the 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 in 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 working whilst offering flexible hours that fall outside of the companywide core hours of 8 am -11 am (US Central time zone).
• 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.