Code42 Software Careers

If you want to be at a leading data security organization, you want to be at Code42. 

Who is Code42?  Code42 is an enterprise SaaS company that develops a solution that backs up all distributed end-user data on a single, secure platform.  Our platform enables IT, security, and business teams to limit risk, meet data privacy regulations, and recover from data loss, no matter the cause.  That's why top-name brands and large organizations entrust their data to our industry-leading and award-winning solution.  Code42 is proud to be a well-funded private company backed by several of the most successful venture capital firms including Accel, JMI, NEA, and Split Rock Partners.

Who do we look for?  Here at Code42 we look for people who are off-the-charts smart, but enjoy a little levity in between cerebral challenges.  We look for people who want to help our company grow and who want to grow their careers.  We look for people who like to ask questions, solve complex problems, collaborate effectively, think creatively and provide diverse insight to help us all think better and differently.

Are you ready to take your career to the next level? 

Code42 is looking for a technical support engineer with an intense focus on customer service as well as technology. You are the interface between Code42 and the rest of the world, so you are instrumental in building good rapport with and being an advocate for the customer.

WHAT YOU’LL BE DOING:

Working as part of a highly focused team with an emphasis on Linux, you will be managing tickets and phone calls in a high-volume environment. You will be doing a lot of writing, too. Clear, step-by-step, instructions with tact and discretion. You will also be working to streamline internal processes while dealing with an ever-increasing workload as Code42's growth explodes. It's a high stress environment, but you are up for it because the rewards are worth it! You are the interface between Code42 and the rest of the world, so you are instrumental in building good rapport with and being an advocate for the customer. You will be transforming confusion into comprehension... fear into fandom. Working as part of a highly focused team, you will be managing chat, email and phone calls in a high-volume environment. You will be doing a lot of writing, too. Clear, step-by-step, instructions with tact and discretion. You will also be working to streamline internal processes while dealing with an ever-increasing work load as Code42's growth explodes. It's a high stress environment, but you are up for it because the rewards are worth it!

• Take ownership of customer issues reported and see problems through to resolution
• Taking charge of internal processes and driving change
• Facilitating customer communication, education and retention
• Managing a large number of disparate customer issues
• Collaborating with your team on issues and their solutions
• Directing and developing your own professional skill
• Performing thorough analysis of varied log and system files within Code42 products
• Verifying Patch releases prior to their distribution in order to resolve reported issues
• Staying on the cusp of the latest and greatest technologies, as well as staying current with changes in Code42 products and processes
• Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers
• Providing feedback from customers to product management and engineering teams
• Assuming ownership of projects as assigned by manager
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers

YOU’LL BE RESPONSIBLE FOR: 

• Taking charge of internal processes and driving change
• Verifying patch releases prior to their distribution in order to resolve reported issues
• Reviewing manuals, release notes, and patch documentation for possible issue resolution
• Staying on the cusp of the latest and greatest technologies, as well as staying current with changes in Code42 products and processes
• Providing feedback from customers to product management and engineering teams
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Assuming ownership of projects as assigned by manager
• Meeting Service Level Agreements
• Directing and developing your own professional skill
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper documentation and closure of all issues 

SKILLS AND REQUIREMENTS:

• Desire to provide superior levels of customer service
• The ability to make decisions on your own, and consult with team leaders as needed
• Fluent in two of the following: Windows, Mac or Linux operating systems
• Solid networking, hardware and software troubleshooting skills
• Strong command line Linux skills. You should have setup and run your own Linux servers before
• Ability to decipher and modify shell scripts
• Ability to troubleshoot most UNIX/Linux server performance, file system, and application related issues
• Ability to understand common RAID adapter and array issues and failures, and how to go about resolving them
• A warm personality, work well with co-workers, and are kind and patient with customers
• A passion for learning
• The ability to think calmly and rationally during a crisis
• Ability to communicate with high technical knowledge and efficiency
• Can take a self-directed leadership role in the support and resolution of technical issue
• Bachelor’s Degree preferably in a technical field or relevant work experience or equivalent combined experience
• Strong problem-solving skills
• Understanding of the technical fundamentals of the Internet. You should have working knowledge of internet standards such as: SSH, HTTP, HTTPS, SSL/TLS, TCP/IP as well as the ability to use diagnostic tools such as traceroute, ping
• Be a good listener, to really understand a customer problem or question and help them solve it
• Good Writing skills. Much of your work will be in written 
• Good Telephone etiquette. Support will also be provided over the phone

STANDARD COMPENTENCIES:

• Cultivates Innovation
• Collaborates
• Values Differences
• Instills Trust
• Customer Focus

Unfortunately, Code42 is not able to provide sponsorship at this time.