Technical Support Engineer

Overview

Provide technical support for CrashPlan's eCommerce and enterprise-level customers as part of a focused technical support team. Manage customer interactions and resolve product issues in a customer support center environment.

What you'll do

• Take ownership of reported customer issues and see problems through to resolution.
• Facilitate customer communication, education and retention.
• Collaborate with your team on issues and their solutions.
• Perform thorough analysis of varied log and system files related to CrashPlan products.
• Recreate, track and verify software defects reported by customers in the field or under lab conditions.
• Utilize remote secure access technologies to diagnose and resolve customer issues.
• Review manuals, release notes and patch documentation for possible issue resolution.
• Stay up to date on CrashPlan products and processes as well as third-party applications CrashPlan interacts or integrates with.
• Meet service level agreements and ensure proper documentation of all issues.
• Direct and develop your own professional skills and those of your junior colleagues.
• Participate in cross-departmental projects as assigned.
• Participate in a scheduled on-call rotation to respond to critical (Sev1) customer issues.
• Perform other duties as assigned.

What you'll need

• 4+ years of relevant work experience, or a combination of education and relevant work experience.
• Ability to make decisions on your own and consult with team leaders as needed.
• Fluency in Windows, Mac and Linux operating systems.
• Understanding of the technical fundamentals of the Internet and server administration, such as SSH, HTTPS, SSL/TLS, TCP/IP, traceroute and ping.
• Strong scripting experience, such as Bash, PowerShell, Python and JavaScript.
• Strong knowledge of database technologies.
• Strong knowledge of varied operating system and application deployment methodologies such as virtualization, containers and PaaS/Infrastructure as Code.
• Ability to communicate with high technical knowledge and efficiency.
• Excellent problem-solving skills.
• Ability to work well with co-workers and be kind and patient with customers.
• Strong writing skills and good customer service etiquette.
• Record of consistently offering superior levels of customer service.

Nice to have

• A passion for learning.
• Experience with utilizing APIs.
• Strong command-line Linux skills, including having set up and run your own Linux servers before.
• Knowledge of security software or previous experience at a security organization.
• Knowledge of varied environments, such as AWS or virtualization.

Details

• Remote position for Canada-based applicants in Ontario, Canada.
• Manage chats, emails and video calls in a customer support center environment.
• Participate in a scheduled on-call rotation for critical (Sev1) customer issues.