Technical Support Engineer
New
S
SlideBusiness continuity and disaster recovery
Remote - Hawaii, Sunday through Thursday, 4:00–11:00 PM HST (3:00–10:00 PM during Daylight Saving Time); overnight coverage for Eastern TimeFull-TimeSenior
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, with a strong focus on backup and disaster recovery.
- Required Skills
- PythonBash
Requirements
- Have 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, focused on backup and disaster recovery.
- Bring expert knowledge of BCDR technologies, including image-based backups, cloud failover, and recovery testing.
- Have deep experience with Windows Server (2012+), Ubuntu Linux, and virtualization technologies including KVM/libvirt, VMware ESXi, or Microsoft Hyper-V.
- Have strong knowledge of networking protocols including TCP/IP, VPN, DNS, DHCP, and NAT.
- Have strong knowledge of storage technologies including ZFS, RAID, iSCSI, and SMB.
- Be familiar with scripting and automation using PowerShell, Bash, or Python.
- Demonstrate analytical, diagnostic, and troubleshooting skills.
- Be able to work independently in high-pressure customer situations.
- Be able to manage high-priority incidents and communicate effectively under pressure.
- Experience supporting MSP BCDR appliances and services is preferred.
- Previous experience in an MSP environment or working directly with MSP clients is preferred.
- Certifications such as MCSE, VCP, or Network+ are preferred.
- Exposure to ZFS file systems and Linux-based storage appliances is preferred.
Responsibilities
- Deliver expert-level technical support for Slide's BCDR product suite.
- Lead troubleshooting for complex issues involving data backup, recovery, virtualization, storage, and networking.
- Perform advanced data restores, virtualization of backups, and cloud failovers.
- Serve as an escalation point for Tier 1 and Tier 2 support engineers.
- Collaborate with engineering and product teams to communicate partner feedback and drive continuous improvement.
- Author and maintain advanced internal and partner-facing documentation, runbooks, and knowledge base articles.
- Participate in root cause analysis and lead incident response for critical support cases.
- Mentor and coach junior team members and assist with onboarding new hires.
- Identify recurring issues and contribute to supportability improvements and automation initiatives.
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