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Tier 3 Customer Support Engineer
Tier 3 Customer Support Engineer
\nDo you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?\n\nIf so, we’d like you to learn about Files.com!\n\nAt Files.com, we believe that providing great customer support is a matter of integrity.\n\nWe won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.\n\nWe invest heavily in our Customer Success team with the goal of being overstaffed so that our customers interact with a live person and get a timely resolution.\n\nAbout Files.com\n\nFiles.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.\n\nOur company consists of 20 (and growing to 30 by the end of 2019) USA-based remote employees who work from home.\n\nOur products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.\n\nWe’re Bootstrapped, Profitable, and Growing\n\nOur success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.\n\nWe believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.\n\nWe Are A Remote Company\n\nYou will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.\n\nYou’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.\n\nEvery quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.\n\nWe think that these in-person meetings are vital to the success of a remote team.\n\nAbout the Role\n\nOur Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.\n\nDaily responsibilities in pursuit of this goal include providing technical support and generating written content.\n\nYou will will help triage customer reported issues and respond to them via phone, email, and chat.\n\nIn addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.\n\nYou can further specialize in things like technical documentation, internationalization, and knowledge base once hired into this role.\n\nMinimum Qualifications:\n\n\n* \n\n5+ years of Customer Support / Service experience for a SaaS or technical business services company.\n\n\n* \n\nAbility to communicate technical information in a simplified, easy to understand manner.\n\n\n* \n\nExcellent written and verbal communication skills.\n\n\n* \n\nTop-notch customer demeanor.\n\n\n\n\n\nPreferred Qualifications:\n\n\n* \n\n8+ years of Customer Support / Service experience.\n\n\n* \n\nKnowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.\n\n\n* \n\nExperience working on a remote team.\n\n\n\n\n\nOur Core Beliefs\n\nHere are just some of our Core Beliefs:\n\nWe believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.\n\nWe believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Files.com. Read about everything we’ve done to make working at Files.com great.\n\nWe believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.
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