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Technical Support Engineer

3 hours, 28 minutes ago
Canada
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
AWS Bash JavaScript Linux macOS PowerShell Python SSH TCP/IP TLS
Apply Now
CrashPlan

CrashPlan

CrashPlan provides secure cloud backup solutions for businesses and individuals worldwide, ensuring data resiliency and peace of mind with cutting-edge technology and encryption.

IT Services
51-250
Founded 2001
View All Jobs

Description

  • Own customer issues from initial report through resolution across chat, email, and video calls.
  • Analyze logs and system files related to CrashPlan products.
  • Reproduce, track, and verify software defects in customer and laboratory environments.
  • Use secure remote-access technologies to diagnose and resolve technical issues.
  • Educate customers, support retention, and maintain clear technical communication.
  • Collaborate with team members and other departments on issue resolution and assigned projects.
  • Review manuals, release notes, and patch documentation to identify solutions.
  • Meet service-level agreements and document customer issues accurately.
  • Maintain knowledge of CrashPlan products, processes, and integrated third-party applications.
  • Participate in scheduled on-call rotations for critical Sev1 customer issues and support junior colleagues’ development.

Requirements

  • 4+ years of relevant work experience, or an equivalent combination of education and experience.
  • Fluency with Windows, macOS, 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 tools such as Bash, PowerShell, Python, or JavaScript.
  • Strong knowledge of database technologies and deployment methodologies, including virtualization, containers, and PaaS/Infrastructure as Code.
  • Strong technical communication, writing, customer service, and problem-solving skills.
  • Ability to work independently, make decisions, and collaborate effectively with teammates and customers.
  • Experience using APIs (preferred).
  • Strong Linux command-line skills and experience setting up and operating Linux servers (preferred).
  • Knowledge of security software, AWS, or virtualization environments (preferred).

Benefits

  • CAD $34.61–$40.86 hourly rate.
  • Annual performance-based bonus.
  • Full range of benefits.
  • Remote work for applicants based in Canada.
  • Scheduled on-call rotation for critical customer issues.

Interested in this position?

Apply directly on the company website

Apply Now

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