Technical Support Engineer I

Technical Support Engineer I

The company is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

About the Role

This role combines foundational curiosity with growing technical expertise to resolve complex customer issues involving the company products and 3rd party integrations. The Technical Support Engineer demonstrates initiative, analytical detail, and a commitment to professional communication while taking action on technical issues ranging from individuals and small businesses up to Enterprise customers.

What You’ll Do

• Handle and resolve customer issues, driving issues to resolution, and acting as an ambassador of the company and its products.

• Communicate directly with customers via video/phone call for information gathering and troubleshooting needs, utilizing call control and de-escalation skills.

• Manage escalations received from the account administration team and other groups.

• Provide Silent Install Troubleshooting for the company Backup Client and Silent Installer/Enterprise Deployment Support.

• Troubleshoot a variety of integrations.

• Act as a technical resource to the CSM and other sales teams.

• Conduct detailed investigation of reported “Bugs” to provide Quality Assurance (QA) a detailed report, including QA Data Collection (Error logs, Behavior patterns, OS specifics, Application version).

• Review support tickets for potential trends/issues, focusing on integrations, and providing trend reporting to Leadership/Management.

• Expand and contribute to documentation, including Log and error Confluence KB expansion, and communicating updates to the Technical Writing team for public-facing KB Articles.

• Provide Integration Training to the team via “Get Familiar With” meetings.

• Track issues using task management systems like JIRA.

• Monitor the company infrastructure outages and alerts (Sev-1 through Sev-4).

• Utilize advanced technical knowledge of the company Products (Backup/B2/S3) and network protocols (TCP/IP, UDP, DNS, HTTPS, Telnet/MTR(ICMP)).

• Implement processes to escalate issues and work cross-functionally with other teams (Operations, SRE, TAMS, Engineering, NetEng).

The Right Fit

• Experience in customer-facing technical support.

• Foundational understanding and competency with Linux, MacOS, and Windows operating systems, including text shells (Bash, Terminal, CMD, PowerShell).

• Competence and familiarity with technical concepts involving networking and filesystems.

• Familiarity with task tracking and management systems (ticketing, JIRA, Salesforce).

• Ability to learn new technologies quickly and a drive for personal development.

• Experience with API usage and Python familiarity (installation and use).

• Comfortable with AI Agents and Tools to enhance productivity.

• Minimum 2-3 years of experience.

Nice to Have

• Expertise/experience with text shells (PowerShell, Bash, and Terminal).

• Scripting and automation experience or familiarity.

• the company Backup troubleshooting expertise, including error codes, Bztransmit errors, and installation errors.

• Networking troubleshooting experience, including knowledge of CORS, TCP/IP, TLS, and HTTPS.

• General knowledge of internet protocols, computing, data collection, and analysis.

• Familiarity with data visualization tools (OpenSearch and Grafana).

At this point, we hope you’re feeling excited about the job description you’re reading. Even if you don’t meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We’re eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At the company, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view the company Employee Privacy Notice.