Tier 3 Customer Support Engineer
Files.com is a cloud storage and file logistics service with over 1,500 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
Our company consists of USA-based remote employees who work from home.
We’re Bootstrapped, Profitable, and Growing
Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.
We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.
We Are A Remote Company
You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.
As our employees’ safety is a top priority, and we want to ensure we do not further spread COVID-19, we have paused all company travel. Once it is safe to resume travelling, you’ll travel to in-person meetings with your team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
We think that these in-person meetings are vital to the success of a remote team.
General overview of the role
At Files.com, our Customer Success team does a whole lot more than customer support. Of course, we provide high-touch customer support via phone and email. But, the main focus of our Customer Success team is to operate proactively as the face of Files.com by conducting training webinars, publishing videos, writing documentation, creating code samples (that actually run), and helping partners and customers succeed with Files.com.
Our Customer Success team is made up of real engineers who read and write code as a regular part of their job.
Members of our Customer Success team spend about half their time responding to customer-initiated interactions such as phone calls and support requests. We take a high-touch approach to support, encouraging frequent interaction with customers and working with them to a full resolution of any issues.
The other half of your time is spent proactively developing content for Files.com. These will include things like training videos, written documentation content, sample code, blog posts, email announcements, andother things that help our customers stay current and improve their use of Files.com.
Excellent written and verbal communication skills.
Top-notch customer demeanor, including patience, understanding, and empathy.
Experience with APIs, the command line, and working with APIs or hosted services in least 2 programming languages.
History of creating content, such as blog posts, videos, and documentation.
Skills considered as a good plus
Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.
Experience working on a remote team.