Technical Support Engineer

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

📋 Description

• Provide expert-level technical assistance for Slide's BCDR product offerings.

• Drive troubleshooting activities for intricate issues concerning data backup, recovery, virtualization, storage, and networking.

• Execute advanced data restorations, backup virtualization, and cloud failover processes.

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

• Collaborate with engineering and product teams to relay partner feedback and promote ongoing enhancements.

• Create and maintain advanced internal and partner-facing documentation, runbooks, and knowledge base articles.

• Engage in root cause analysis and lead incident resolution for critical support cases.

• Guide and mentor junior team members while assisting with the onboarding of new hires.

• Recognize recurring issues and aid in supportability improvements and automation projects.

• Primarily work independently during evening Hawaii hours to cover overnight support for Eastern Time.

⛳️ Requirements

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

• In-depth expertise in BCDR technologies, including image-based backups, cloud failover, and recovery testing.

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

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

• Knowledge of scripting and automation tools (PowerShell, Bash, or Python).

• Exceptional analytical, diagnostic, and troubleshooting capabilities.

• Capacity to work independently in high-pressure customer scenarios.

• Demonstrated ability to manage high-priority incidents and communicate effectively under stress.

• Position is based in Hawaii; candidates must currently reside in Hawaii.

• Must possess legal authorization to work in the United States.

• Preferred: Experience supporting MSP BCDR appliances and services.

• Preferred: Prior experience in an MSP environment or direct interaction with MSP clients.

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

• Preferred: Familiarity with ZFS file systems and Linux-based storage appliances.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• 401(k) retirement plan.

• Opportunities for training and professional development.

• A dynamic and creative work environment with like-minded individuals.