Files.com is hiring a
Customer Support Engineer in Worldwide

Summary

The job description is for a Customer Support Engineer position at Files.com, a profitable enterprise secure file transfer & automation app. The role is remote and offers various benefits such as health insurance, retirement benefits, paid time off, remote work, flexible hours, bonuses, professional development opportunities, wellness programs, family and parental leave, and a sign-on bonus.

Requirements

• Excellent written and verbal communication skills
• Top-notch customer demeanor, including patience, understanding, and empathy
• Ability to learn a process and then add to that process
• Known for being smart and getting things done
• General understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: web applications, networking, internet communication protocols, APIs and/or programming languages, file integration tools and platforms (e.g., AWS, SharePoint, Zapier), and single sign-on tools (e.g., LDAP, Azure AD, Okta)

Responsibilities

• Responding to customer-initiated interactions such as phone calls and emails (one-on-one communication)
• Identifying software bugs and feature requests, and coordinating with the relevant team for handling
• Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members
• Taking a high-touch approach to support, encouraging frequent interaction with customers and working with them to a full resolution of any issues

Benefits

• Full health/dental/vision insurance coverage
• 401(k) with generous matching
• 11 Company Holidays per year
• 20 PTO/Vacation days, plus additional time off during Winter Break at the end of the year
• Company Macbook Pro and $1,000 sign-on bonus
• Regular in-person meetings with the team and the entire company to meet and work together face to face
• Professional development opportunities
• Wellness programs
• Family and parental leave