Technical Support Engineer

Who We Are

C rashPlan ® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, the company’s solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, the company’s suite of products ensures the safety and compliance of your data without disruption.

NOTE - We are only considering remote Canada based applicants.

What You Will Be Doing

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.

Day In The Life

• 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 the company 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

• Stay up to date on the company products and processes as well as 3rd party applications the company 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

Who You Are

Required 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

Preferred Qualifications

• 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

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 in addition to a full range of benefits. Final compensation will be dependent on various factors relevant to the position and the candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

The company values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer.