[Hiring] Technical Support Engineer @CrashPlan

Role Description

We are recruiting for a Technical Support Engineer to join our team. In this role, you will be working as part of a highly focused team providing technical support for our eCommerce and enterprise level customers. You will be managing chats, emails, and video calls in a customer support center environment.

• Taking ownership of reported customer issues and seeing problems through to resolution
• Facilitating customer communication, education and retention
• Collaborating with your team on issues and their solutions
• Performing thorough analysis of varied log and system files related to CrashPlan products
• Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Reviewing manuals, release notes, and patch documentation for possible issue resolution
• Staying up to date on CrashPlan products and processes as well as 3rd party applications CrashPlan interacts or integrates with
• Meeting service level agreements and ensuring proper documentation of all issues
• Directing and developing your own professional skill and that of your junior colleagues
• Cross-departmental Projects as assigned
• Participating in a scheduled on-call rotation to respond to critical (Sev1) customer issues
• Other duties as assigned

Qualifications

• 4+ years of relevant work experience, or combination of education and relevant work experience
• The ability to make decisions on your own, and consult with team leaders as needed
• Fluent 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 (e.g. Bash, PowerShell, Python, JavaScript)
• Strong knowledge of database technologies
• Strong knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code
• Ability to communicate with high technical knowledge and efficiency
• Excellent problem-solving skills
• Works well with co-workers, and are kind and patient with customers
• Strong writing skills and good customer service etiquette
• Record of consistently offering superior levels of customer service

Requirements

• A passion for learning
• Experience with utilizing API
• Strong command line Linux skills. You have 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

Benefits

• The expected hourly rate for this position is CAD $34.61 – 40.86
• This position is eligible for an annual bonus based on individual and company performance
• A full range of benefits