Technical Support Engineer (USA)

FileCloud is looking for an enthusiastic and experienced Technical Support Engineer based in the US to join our team. In this role you will diagnose, troubleshoot, and resolve customer issues in a timely manner. This role is fully remote and will require working remotely with other team members.

About the Product & Company :

FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform that provides industry leading compliance, data governance, data leak protection, data retention and digital rights management capabilities. FileCloud is a leader in content governance and collaboration for unstructured data, trusted and used worldwide across Global 1000 enterprises, educational institutions, government organizations, and service providers. In addition to its enterprise file sharing solution, FileCloud’s product portfolio also includes Signority (acquired in May 2024), a Canadian-based e-signature and document workflow platform. We are currently expanding our team as we grow and improve FileCloud.

Key Responsibilities

• Become a product expert by testing all the different features of FileCloud – installation, configuration of features, and test product on multiple desktop applications
• Respond to all Level 1 & Level 2 support tickets within SLA
• Create internal tickets with product engineering
• Fill in required forms and administer & complete tickets after dealing with customers
• Follow up with customers and keep them updated regarding any tickets under investigation
• Create knowledge base content derived from resolved issues
• Support weekend shift rotation (at least 1 weekend shift per month)
• Follow escalation procedures as required to the designated team
• Present good communication (both written and verbal) between the team and other departments.
• Perform professional service tasks assigned by the senior team

Required :

Preferred :

What We Offer

Please note that we conduct background security checks for everyone joining our team.