Remote job
Technical Support Engineer
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About this role
Role overview
Provide advanced technical support for backup, recovery, and business continuity products used by managed service providers. You will independently investigate complex customer issues, handle escalations and critical incidents, and help improve support practices while covering evening hours in Hawaii to support partners in Eastern Time.
Responsibilities - Troubleshoot complex backup, recovery, virtualization, storage, and networking problems. - Perform advanced restores, virtualize backups, and coordinate cloud failovers. - Support Tier 1 and Tier 2 engineers with escalations, coaching, and onboarding. - Work with engineering and product teams to share customer feedback and improve the product. - Document advanced procedures, maintain runbooks and knowledge articles, and contribute to root cause analysis. - Identify recurring issues and help improve supportability and automation.
Requirements - At least five years in technical support, systems engineering, or IT infrastructure, with substantial backup and disaster recovery experience. - Strong knowledge of business continuity and disaster recovery, including image-based backups, cloud failover, and recovery testing. - Hands-on experience with Windows Server, Ubuntu Linux, and virtualization such as KVM/libvirt, VMware ESXi, or Hyper-V. - Working knowledge of networking protocols including TCP/IP, VPN, DNS, DHCP, and NAT, and storage such as ZFS, RAID, iSCSI, or SMB. - Familiarity with PowerShell, Bash, or Python scripting. - Sound diagnostic judgment, clear communication during high-pressure incidents, and the ability to work independently.
Nice to have - Experience supporting backup and disaster recovery products or services in an MSP environment, or working directly with MSP customers. - Certifications such as MCSE, VCP, or Network+; experience with ZFS or Linux-based storage appliances.
Benefits and work setup - Sunday through Thursday, generally 4:00–11:00 PM Hawaii time, with the listed window shifting to 3:00–10:00 PM during daylight saving time. Additional hours may be scheduled based on business needs. - Health, dental, and vision coverage; paid time off and holidays; a 401(k) plan; and training and professional development opportunities.