Customer Support Engineer
New
F
Files.comSaaS
Remote or In-Office (Downtown Austin, TX or Old Town Scottsdale, AZ)Full-Time
Salary$95,000 - $150,000 (subject to qualifications and experience) + equity + premium benefits
Apply NowOpens the employer's application page
Job Details
- Required Skills
- NetworkingTroubleshootingTechnical support
Requirements
- Strong technical curiosity and aptitude for solving complex puzzles.
- Excellent verbal communication skills for phone and Zoom support.
- Ability to empathize with customers while maintaining a solution-oriented focus.
- Proven ability to thrive in fast-moving environments while maintaining attention to detail.
- Proficiency in writing crisp, professional documentation.
- Experience with networking and troubleshooting.
- Experience with API integrations and technical diagnostics.
- Demonstrated ability to take ownership of tasks and drive outcomes.
Responsibilities
- Support customers via phone, email, and Zoom, owning the resolution end-to-end.
- Diagnose and resolve issues across networking, API usage, integrations, identity management, and file automation.
- Spot patterns, replicate edge cases, and work side-by-side with Engineering to get fixes shipped fast.
- Turn customer insights into actionable improvements for Product and R&D.
- Write crisp, empathetic updates that keep customers confident and teammates aligned.
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