Technical Support Engineer

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 phone calls in a high volume 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 Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions Stay up to date on CrashPlan products and processes as we'll as 3rd party applications CrashPlan interacts or integrates with Utilizing remote secure access technologies to diagnose and resolve customer issues Reviewing manuals, release notes, and patch documentation for possible issue resolution Meeting internal service level targets and ensuring proper documentation of all issues Other duties as assigned Required Qualifications: 1-3 years of experience troubleshooting hardware and software or combination of education and relevant work experience Works we'll with co-workers, and are kind and patient with customers Strong writing skills and good telephone etiquette Understanding of the technical fundamentals of the Internet and server administration, such as: SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping Demonstrated experience working with Windows, Mac, and Linux operating systems Proven record of offering consistently superior levels of customer service Some Scripting experience (eg Bash, PowerShell, Python, JavaScript) General knowledge of database technologies General knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code Preferred Qualifications: Knowledge of security software or previous experience at a security organization