Customer Support Engineer

🕒 April 29

🌵 Arizona, Texas – Remote

🌵 Arizona – Remote 🤠 Texas – Remote

💵 $95k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Files.com

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🔒 Cybersecurity

☁️ SaaS

Cloud Computing • Cybersecurity • SaaS

Files. com is a leading managed file transfer automation platform used by over 4,000 companies to automate and secure critical business file transfers. With a strong emphasis on security, compliance, and reliability, Files. com allows businesses to manage file transfer flows without the need for coding. It supports standard file transfer protocols such as FTP, SFTP, and AS2, and offers various integrations with major cloud services like Microsoft Azure and Google Cloud. Files. com is a cloud-native SaaS platform, requiring no server maintenance or installation. It is highly secure, offering features like encryption, multi-factor authentication, and compliance with standards such as HIPAA, GDPR, and CCPA. Files. com caters to a variety of enterprise needs including file sharing and content collaboration, making it a comprehensive solution for business file management.

📋 Description

• Support customers via phone, email, and Zoom—owning the resolution end-to-end. • Diagnose and resolve issues across networking, API usage, integrations, identity management, and file automation. • Spot patterns, replicate edge cases, and work side-by-side with Engineering to get fixes shipped fast. • Turn customer insights into actionable improvements for Product and R&D. • Write crisp, empathetic updates that keep customers confident and teammates aligned.

🎯 Requirements

• You’re technically curious and love solving complex puzzles • You communicate clearly—especially on the phone and over Zoom • You empathize with customers while staying focused on solutions • You thrive in fast-moving environments without dropping details • You write crisp, professional notes that keep teams aligned

🏖️ 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 • Team Travel to NYC, Austin, San Diego, and More