Technical Support Engineer, L2

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🔥 31 minutes ago

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LucidLink

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

📱 Media

💰 $20M Series B on 2022-05

SaaS • Enterprise • Media

LucidLink is a cutting-edge technology company revolutionizing the way creative teams collaborate on large files. With seamless integration across desktop, web, and mobile platforms, LucidLink provides instant access to shared files, eliminating the need for downloading and syncing. Their proprietary zero-knowledge encryption ensures unmatched security, keeping data private. LucidLink's solutions cater to video, design, and animation collaboration, providing real-time access to media files and facilitating efficient workflows without altering existing tools or folder structures. Designed for scalability, LucidLink enables global enterprise teams to work together effortlessly. With a focus on creative collaboration, security, and ease of use, LucidLink empowers teams worldwide to work smarter and produce their best work.

📋 Description

• Promptly answer, triage, and internally escalate inbound support requests as required • Serve as the primary customer contact through email, chat, and phone • Troubleshoot customer issues related to LucidLink’s cloud networking product • Answer technical product inquiries • Reproduce customer issues and lead live-call debugging sessions • Collect logs, memory dumps, and other debugging information • Resolve cases, track progress, and provide follow-up • Collaborate with other teams to ensure consistent, high-quality support • Develop deep product knowledge to answer customer questions across a wide range of areas • Analyze customer service usage, make needs-based recommendations, and provide feedback to business and development teams • Contribute to decision-making and processes for the newly formed technical support team

🎯 Requirements

• At least 2 years of experience as Technical Support or a similar position • Fluent English, written and spoken • Experience supporting desktop applications in macOS, Windows, and Linux environments • Experience reproducing client issues and leading live-call debugging sessions with customers • Ability to effectively collect debugging information, including logs and memory dumps • Knowledge of cloud environments such as AWS, networking, and storage • Experience setting up multi-host environments, such as virtualization, to reproduce complex setups • Availability during core US daytime hours, 9:00 AM to 6:00 PM local time with a 1-hour break • Must be located in the United States

🏖️ Benefits

• Flexible PTO • Competitive salary • Stock options • Full health coverage • Opportunity for professional growth and advancement • Opportunity to participate in decision-making and support processes • Global collaboration and company impact