Quick Summary
FileCloud is seeking an enthusiastic and experienced Technical Support Engineer to join our team. This fully remote, US-based role involves diagnosing, troubleshooting, and resolving customer issues promptly, working collaboratively with other remote team members.
About the Product & Company
FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform, renowned for industry-leading compliance, data governance, data leak protection, data retention, and digital rights management capabilities. As a leader in content governance and collaboration for unstructured data, FileCloud is trusted globally by Global 1000 enterprises, educational institutions, government organizations, and service providers. Our product portfolio also includes Signority (acquired May 2024), a Canadian-based e-signature and document workflow platform. We are actively expanding our team amidst continuous growth and product enhancement.
Key Responsibilities
- Become a product expert by thoroughly testing FileCloud features, including installation, configuration, and desktop application compatibility.
- Respond to all Level 1 & Level 2 support tickets within defined SLAs.
- Create internal tickets for product engineering as needed.
- Administer and complete tickets, ensuring all required forms are filled after customer interactions.
- Follow up with customers, providing timely updates on ongoing investigations.
- Create knowledge base content based on resolved issues.
- Participate in weekend shift rotation (at least one weekend shift per month).
- Follow escalation procedures to designated teams as required.
- Maintain excellent written and verbal communication with the team and other departments.
- Perform professional service tasks assigned by the senior team.
Required
- Currently based in the US and a US citizen.
- Available to work a shift between 9 am to 5 pm CST.
- Availability to work support weekend rotation (at least one weekend shift per month CET time zone).
- Excellent English language communication skills (verbal and written).
Preferred
- Linux administration experience with Ubuntu, CentOS, Debian, RHEL.
- Knowledge of Web Application support in Linux.
- Network Share management skills.
- Experience in a Technical Support position.
- Support ticketing system experience (e.g., HubSpot, Zendesk, Freshdesk, SupportPal).
- Windows Server Administration experience with Active Directory, NTFS, IIS, SSL certificates, PowerShell.
- PHP application debugging skills.
- MongoDB troubleshooting experience.
- Apache troubleshooting experience.
- AWS Administration experience.
- Azure Administration experience.
- Single Sign On experience.
What We Offer
- Be part of a passionate team dedicated to building a world-class product.
- Dedicated time for training and education opportunities.
- A mentorship model supporting your professional development.
- Competitive salary with an annual bonus.
- Fully remote working with flexible hours outside the company-wide core hours of 9 am - 12 pm (US Eastern Standard Time).
- 20 days of paid time off, increasing by 2 days after 3 years and 3 days after 5 years of service (in addition to 10 public holidays).
- Paid day off on your birthday or an alternative day.
- Paid day off to volunteer with a charity of your choice.
- Paid monthly internet cost, along with lunch and wellbeing stipends.
- Reimbursement of all hardware costs associated with the role.
Please note that background security checks are conducted for all new team members.
AI-assisted screening may be used during the application review process.