[Hiring] Technical Support Engineer @LucidLink

Role Description

Joining LucidLink as a Technical Support Engineer (Level 2) you will be responsible for ensuring that all inbound support requests are promptly answered, triaged and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat and phone. You will be troubleshooting customer issues related to our cloud networking product and answer technical enquiries about the product. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support.

Working hours: This position works during core US daytime hours (9:00 AM to 6:00 PM local time, with a 1-hour break). While our ideal candidate is located in the Pacific or Mountain time zone, we welcome stellar applicants from anywhere in the US.

Qualifications

• At least 2 years of experience as Technical Support or a similar position.
• Fluent English both written and spoken.
• Experience supporting products in desktop applications environments (macOS, Windows, Linux).
• Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.
• Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
• Knowledge in cloud environments (e.g. AWS), networking, storage.
• Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

Requirements

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Resolving cases, tracking the progress and providing required follow-up.
• Working with other teams to ensure a consistent and high-quality level of support.
• Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.

Benefits

• Comprehensive benefits including flexible PTO, a competitive salary, stock options, and full health coverage.
• Support for both professional and personal well-being while enjoying a strong work-life balance.

Company Description

LucidLink is the file streaming platform for large-file workflows. We give teams and tools instant access to data in the cloud, so work starts right away, anywhere. No downloads, no syncing, no VPNs. What began as a faster way to open huge media files is now a platform spanning streaming from existing storage, on-site acceleration, web and mobile access, and a developer layer that connects agents to the filespace, all with zero-knowledge security and enterprise governance built in. More than 4,000 companies — including Adobe, Spotify, Warner Bros, and Paramount — and 100,000 users in over 150 countries stream more than 100 petabytes with LucidLink, and the Television Academy has recognized us with an Engineering, Science & Technology Emmy Award. Founded in 2016 by storage industry veterans, we are headquartered in San Francisco with an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe and Australia.