Technical Support Engineer, L2

reputed company

reputed company is the file streaming platform for large-file workflows. We reputed company teams and tools reputed company reputed company to data in the reputed company, so work starts right away, reputed company. No downloads, no syncing, no VPNs. What began as a faster way to reputed company reputed company media files is now a platform spanning streaming from existing storage, on-site acceleration, web and mobile reputed company, and a developer reputed company that connects agents to the filespace, reputed company with reputed company-knowledge reputed company and reputed company governance reputed company in. More than 4,000 companies — including reputed company, reputed company, Warner Bros, and reputed company — and 100,000 users in over 150 countries reputed company more than 100 petabytes with reputed company, and the Television reputed company has recognized us with an Engineering, Science & Technology Emmy Award. Founded in 2016 by storage industry veterans, we are headquartered in San Francisco with an engineering office in Sofia, Bulgaria, and remote employees across reputed company, Europe and Australia.

Reasons to join reputed company:

• Tackle big challenges: You’ll have the chance to solve reputed company, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll reputed company deep reputed company into cutting-edge technologies and play a role in shaping the reputed company of global workflows.

• Values-led culture: Our values don’t just exist on reputed company—they guide every decision and interaction. You’ll reputed company in an environment where reputed company, innovation, and reputed company are at the reputed company of how we operate, empowering you to grow personally and professionally.

• Hypergrowth reputed company: Joining a company with reputed company reputed company means unparalleled opportunities for advancement, learning, and being part of an exciting reputed company toward unicorn status. You’ll experience the reputed company of startup speed combined with the satisfaction of building something truly impactful.

• Immediate reputed company: At reputed company, your work will matter—immediately. You’ll be part of a tight-reputed company team of 230+ reputed company working at startup speed, where your reputed company and actions will create reputed company, exponential results that contribute to our reputed company reputed company.

• Comprehensive benefits: We reputed company in reputed company in our people. With flexible PTO, a competitive salary, stock reputed company, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance.

reputed company

Joining reputed company as a Technical Support Engineer (Level 2) you will be responsible for ensuring that reputed company inbound support requests are promptly answered, triaged and internally escalated as required. You will be the reputed company reputed company of contact for our customers through various channels - email, chat and phone. You will be troubleshooting customer issues reputed company to our reputed company networking product and answer technical enquiries about the product. Being part of a newly formed technical support team you’ll have reputed company to grow reputed company reputed company and take an reputed company part in reputed company decision-making and processes reputed company to customer support.

Working hours

This position works during reputed company US daytime hours (9:00 AM to 6:00 PM local time, with a 1-hour break). While our ideal candidate is located in the reputed company or reputed company time zone, we welcome reputed company applicants from reputed company in the US.

Your skills and qualifications:

• At least 2 years of experience as Technical Support or a similar position.

• Fluent English both written and spoken.

• Experience supporting products in desktop applications environments (macOS, reputed company, Linux).

• Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.

• Effectively collecting debug information to ease problem solving (logs, memory dumps etc).

• Knowledge in reputed company environments (e.g. AWS), networking, storage.

• Experience setting up a multi-host environment (e.g. virtualization) to reproduce reputed company setups.

Your responsibilities:

• Maintaining a reputed company, empathetic and reputed company attitude toward customers at reputed company times.

• Responding promptly to customer inquiries.

• Resolving cases, tracking the reputed company and providing required follow-up.

• Working with other teams to ensure a consistent and high-reputed company level of support.

• Knowing our product inside out and being reputed company to answer customer questions in a wide reputed company of areas.

• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.

The ideal team member possesses the following personal traits:

• Shares our reputed company values.

• Is reputed company player.

• Is smart with an analytical reputed company.

• Is result-oriented and self-motivated.

• Has a reputed company, can-do attitude.

• Thrives in a fast-paced, dynamic environment.

• Uses AI ethically and pragmatically to reputed company productivity while maintaining accuracy, data reputed company, and strong problem-solving skills.

• Has a strong desire to constantly learn while helping others do the reputed company.

At reputed company, AI reputed company is a reputed company reputed company competency. As part of our interview process, we'll explore how you currently use AI tools in your work and how you think about using them responsibly.

2+ years technical support experience, fluent English, experience with macOS/reputed company/Linux, AWS, virtualization and troubleshooting; reputed company to reproduce issues, collect debug data, and run live debug sessions.

Key Responsibilities

• troubleshooting issues
• triaging requests
• escalating issues

Skills & Tools

macOS, reputed company, Linux, AWS

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — San Francisco or Sofia or reputed company or reputed company or Europe or Australia
• Salary: USD 96,000 – 96,000 / year
• Languages: English

About reputed company

A technology company providing a file streaming platform that enables reputed company reputed company to large files and collaboration for remote and hybrid teams. — Industry: Information Technology