Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI - assisted workflows.
About the role
- Technical Support Engineer supporting CrashPlan’s cyber-ready data resilience platform. Diagnosing customer issues across operating systems, networks, databases, and deployment environments.
Responsibilities
- Provide technical support for eCommerce and enterprise-level customers
- Manage chats, emails, and video calls in a customer support center environment
- Take ownership of reported customer issues through resolution
- Facilitate customer communication, education, and retention
- Collaborate with the team on issues and solutions
- Analyze log and system files related to CrashPlan products
- Recreate, track, and verify software defects reported by customers or under lab conditions
- Use remote secure access technologies to diagnose and resolve customer issues
- Review manuals, release notes, and patch documentation for issue resolution
- Stay current on CrashPlan products, processes, and integrated third-party applications
- Meet service level agreements and document all issues properly
- Develop personal professional skills and those of junior colleagues
- Participate in cross-departmental projects as assigned
- Participate in a scheduled on-call rotation for critical Sev1 customer issues
- Perform other duties as assigned
Requirements
- 4+ years of relevant work experience, or combination of education and relevant work experience
- Ability to make decisions independently and consult team leaders as needed
- Fluency in Windows, Mac and Linux operating systems
- Understanding of Internet and server administration fundamentals, including SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
- Strong scripting experience with Bash, PowerShell, Python, or JavaScript
- Strong knowledge of database technologies
- Strong knowledge of operating system and application deployment methodologies, including 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 coworkers and be kind and patient with customers
- Strong writing skills and good customer service etiquette
- Record of consistently offering superior customer service
- Preferred: passion for learning
- Preferred: experience utilizing APIs
- Preferred: strong command-line Linux skills and experience setting up and running Linux servers
- Preferred: knowledge of security software or previous experience at a security organization
- Preferred: knowledge of varied environments such as AWS or virtualization
Benefits
- Annual bonus based on individual and company performance
- Full range of benefits
- Equal opportunity workplace committed to diversity and inclusion
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