Remote job
Technical Support Engineer
Job details
About this role
Role overview
Provide technical support to e-commerce and enterprise customers using data backup and recovery products. The role owns customer problems from initial report through resolution, combining direct communication with log analysis, issue reproduction, remote diagnosis, and coordination with colleagues. Applicants must be based in Canada, and the work is remote.
Responsibilities - Manage customer cases through chat, email, and video calls, keeping customers informed and helping them understand resolutions. - Analyze product logs and system files, reproduce reported defects, and track them through verification or resolution. - Use secure remote-access tools to diagnose customer environments and troubleshoot issues. - Consult product manuals, release notes, patch information, and knowledge of integrated third-party applications when investigating problems. - Meet service-level expectations and maintain complete, accurate case documentation. - Participate in a scheduled on-call rotation for critical incidents and contribute to team development and cross-functional projects.
Requirements - Four or more years of relevant work experience, or an equivalent combination of education and experience. - Working fluency across Windows, macOS, and Linux, plus knowledge of internet and server fundamentals such as SSH, HTTPS, TLS, TCP/IP, traceroute, and ping. - Strong scripting ability in one or more languages such as Bash, PowerShell, Python, or JavaScript. - Strong knowledge of databases and deployment approaches, including virtualization, containers, PaaS, or infrastructure as code. - Clear technical communication, strong troubleshooting skills, and the ability to work independently while consulting team leads as needed. - Patient, collaborative customer service, with strong writing skills and a track record of high-quality support.
Nice to have - Experience using APIs, strong Linux command-line skills, or operating personal Linux servers. - Familiarity with security software, security-focused organizations, AWS, or virtualized environments.
Benefits and work setup - Remote position for Canada-based applicants. The stated rate is CAD $34.61–$40.86 per hour, with eligibility for an annual performance-based bonus and benefits.