Remote job
Technical Support Engineer I
Job details
About this role
Role overview
Resolve technical issues for customers using cloud backup and storage products, including problems involving operating systems, networks, and third-party integrations. The work spans direct customer troubleshooting, escalation management, incident monitoring, and detailed investigation that helps quality and engineering teams diagnose defects.
Responsibilities
- Own customer cases through resolution, gathering information by phone or video and using clear communication to manage difficult interactions. - Troubleshoot client installations, silent deployments for enterprise environments, and integrations with other services. - Investigate suspected product defects and provide quality teams with evidence such as logs, operating system details, application versions, and observed behavior. - Coordinate escalations with operations, engineering, networking, and customer-facing teams; track work and monitor service alerts. - Review cases for recurring integration problems, report trends, and improve internal and public troubleshooting documentation. - Share product and integration knowledge with colleagues and support customer-facing teams with technical questions.
Requirements
- Two to three years of customer-facing technical support experience. - Working familiarity with Linux, macOS, and Windows, including command-line tools such as Bash, Terminal, Command Prompt, or PowerShell. - Foundational knowledge of networking and filesystems, with the ability to investigate issues methodically. - Familiarity with ticketing or work-tracking systems and confidence learning new tools and technologies. - Experience using APIs and familiarity with installing or using Python. - Clear written and verbal communication, sound judgment, and comfort using AI tools to support day-to-day work.
Nice to have
- Scripting or automation experience and stronger command-line skills. - Experience troubleshooting backup clients, installation failures, transfer errors, and network topics such as TCP/IP, TLS, HTTPS, or CORS. - Familiarity with data collection, analysis, or visualization tools such as OpenSearch or Grafana.