Technical Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide technical assistance to eCommerce and enterprise-level clients

• Manage communications through chats, emails, and video calls in a customer support center setting

• Take ownership of reported customer issues until resolution is achieved

• Facilitate customer communication, education, and retention efforts

• Collaborate with team members to address issues and devise solutions

• Analyze log and system files associated with CrashPlan products

• Recreate, monitor, and verify software defects reported by customers or under laboratory conditions

• Utilize remote secure access technologies to diagnose and resolve customer issues

• Review manuals, release notes, and patch documentation to aid in issue resolution

• Stay updated on CrashPlan products, processes, and integrated third-party applications

• Adhere to service level agreements and accurately document all issues

• Enhance personal professional skills and mentor junior colleagues

• Engage in cross-departmental projects as assigned

• Participate in a scheduled on-call rotation for critical Sev1 customer issues

• Execute additional duties as assigned

⛳️ Requirements

• 4+ years of relevant work experience, or a combination of education and applicable work experience

• Ability to make independent decisions while consulting team leaders as necessary

• Proficiency in Windows, Mac, and Linux operating systems

• Understanding of fundamental Internet and server administration concepts, including SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping

• Strong scripting capabilities in Bash, PowerShell, Python, or JavaScript

• Solid knowledge of database technologies

• Comprehensive understanding of operating system and application deployment methodologies, including virtualization, containers, and PaaS/Infrastructure as Code

• Ability to communicate efficiently with a high level of technical knowledge

• Excellent problem-solving abilities

• Capacity to collaborate well with coworkers and exhibit kindness and patience towards customers

• Strong writing skills and good customer service etiquette

• Proven track record of consistently delivering superior customer service

• Preferred: enthusiasm for learning

• Preferred: experience working with APIs

• Preferred: strong command-line Linux skills and experience in setting up and managing Linux servers

• Preferred: knowledge of security software or prior experience in a security organization

• Preferred: familiarity with diverse environments such as AWS or virtualization

🏝️ Benefits

• Annual bonus based on individual and company performance

• Comprehensive range of benefits

• Equal opportunity workplace dedicated to diversity and inclusion