Technical Support Engineer-Associate

Technical Support Minneapolis, Minnesota United States

Technical Support Engineer-Associate -  Minneapolis, MN (REMOTE)

Who We Are:

CrashPlan® provides peace of mind through easy-to-use, automatic endpoint data backup. We help organizations recover from any worst-case scenario, whether it is a disaster, simple human error, a stolen laptop, ransomware or an as-of-yet undiscovered calamity. We continue to innovate as the landscape of work evolves, which makes CrashPlan foundational to organizations’ data security. What starts as endpoint backup and recovery becomes a solution for ransomware recovery, breaches, migrations, and legal holds. 

Position Summary:

We are recruiting for a Technical Support Engineer-Associate  to join our team.  In this role, you will be working as part of a highly focused team providing technical support for our enterprise level customers. You will be managing chats, emails, and phone calls in a high volume environment. 

Key Responsibilities:

  • 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 
  • Utilizing remote secure access technologies to diagnose and resolve customer issues
  • Reviewing manuals, release notes, and patch documentation for possible issue resolution
  • Meeting service level agreements and ensuring proper documentation of all issues

Required Qualifications:

  • Associate’s Degree in Computer Science, Information Technology, or related discipline and/or equivalent experience
  • 2+ year of experience troubleshooting hardware and software and/or providing networking computer hardware support
  • 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, and/or Mac 
  • Proven record of offering consistently superior levels of customer service

Preferred Qualifications:

  • Previous experience working with Linux operating systems
  • Knowledge of security software or previous experience at a security organization
  • Scripting experience (e.g. Bash, PowerShell, Python, JavaScript)
  • Strong knowledge of database technologies
  • General knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code

CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer