Customer Support Engineer

Summary

Join Files.com, a successful SaaS company, as a Support Engineer and be part of a high-caliber team dedicated to customer success. You will serve as the front line of technical engagement, troubleshooting complex issues and working closely with engineering to resolve bugs. This role offers opportunities for growth and career mobility within the company. You will be empowered to make a significant impact on the product and the customer experience. The company offers competitive salary, equity, and premium benefits. Files.com is a fast-paced, collaborative environment where clear communication and ownership are valued.

Responsibilities

• Serve as the front line of technical engagement , supporting customers via phone, email, and Zoom
• Troubleshoot and resolve complex issues across networking, API usage, remote integrations, identity management, and file automation
• Rapidly identify and escalate bugs—working side-by-side with Engineering to get fixes shipped
• Synthesize customer feedback into actionable insights for Product and R&D
• Communicate with clarity, empathy, and efficiency—internally and externally
• Take full ownership of the customer experience, ensuring issues are resolved and learnings are shared

Benefits

• 100% Paid Health, Dental & Vision (75% for family)
• 401(k) with 4% Company Match
• Equity Grants for Every Employee
• Paid Parental Leave
• 20 PTO Days + 11 Holidays + Full Company Winter Break
• $1,000 Signing Bonus + Modern Apple Laptop + Anniversary Gifts
• Free Catered Breakfast or Lunch Daily (In-Office)
• Team Travel to NYC, Austin, San Diego, and More