Join a team that is dedicated to a big idea: Curing Data Loss

Organizations that lose their data go out of business. Every day, we are defeating ransomware attacks, protecting sensitive data, and keeping business operations humming even in the face of disaster. And while we’re at it, we’re helping our channel partners grow profitable businesses and employ ever more IT professionals.

Our Core Values:

Take it, Own it Take action and be accountable

Be Agile Prioritize, execute, evaluate, and iterate

Reject Mediocrity Don’t accept average results

Do the Right Thing Act with integrity

Team to Win Commit to collaborate

The Support Engineer provides phone and email technical support to Axcient partners for the Axcient File Sync platform, as escalated to them by Tier 1 or 2 Engineers. The Support Engineer is responsible for performing troubleshooting and information gathering to properly identify the need of the partner, then providing the solution or routing the request to the appropriate team or individual to resolve their issue.

This position will report to a Senior Technical Support Manager.

• Partner Technical Assistance: Provides technical support to partners by answering phone and/or email requests, troubleshooting and identification of technical problems/challenges, correcting Axcient Sync issues by researching technical documentation. Provides answers to partners, guiding partner through corrective steps either through verbal instructions and/or remote access. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced senior engineer.
• Escalation:Primarilysupports the Tier 1 or 2 Engineers by providing guidance and assistance where needed, education, and acting as a point of escalation for Tier 1 or Tier 2 Engineers. Secondarily monitors and assists Tier 1 or 2 Engineers when needed. Responsible for working with QA/QE/Development teams for escalations to Engineering to drive resolution of bugs and improvements.
• Documentation: Improves partner references by writing and maintaining knowledgebase articles. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to the final resolution
• Training: Identify and learn appropriate software and hardware used and supported by the organization. Updates job knowledge by participating in educational opportunities; maintaining personal networks.
• Compliance: Avoids legal challenges by monitoring compliance with SLA’s and HIPAA regulations.
• Other Duties as Assigned

• Must be flexible and adaptable and can stay focused and positive in a constantly changing environment
• Identifies problems; involves others in seeking innovative, simplified solutions; conducts analysis; searches for best solutions with the partner and Axcient in mind
• Quickly and effectively analyzes, solves, or escalates partner’s issues with a high level of professionalism.
• Able to think critically and under pressure.
• Able to provide both good verbal and written communication with partners and team members
• Investigate/resolve/escalate technical issues from Tier 1 and/or Tier 2 Engineers
• Proficient in the following skills: Problem Solving, Critical Thinking, Communication (verbal/written), Customer Service/Help Desk Support, System Administration, Windows/Mac OSX Administration, Scripting, SQL and Database Administration, Networking/Advanced Networking and Firewall Configuration, Apache Administration
• Experience required troubleshooting the following environments: Windows Operating Systems (Server & Workstation), OSX, Android, iOS
• 2-3 years of technical support experience are preferred
• These skills are preferred: VMWare Administration, Hyper-V Administration, Active Directory Administration, Programming Concepts, C, Python, HTML, BASH, Agile/SCRUM Process

The estimated salary range for this position is from $40,000 to $60,000 annually with a possible variable compensation opportunity. Please note that the salary range and benefits are only for U.S. The actual compensation may vary and will be based on a candidate’s qualifications, skills, competencies, and countries.

Benefits:

• Medical, Dental and Vision Insurance (with an option for Axcient to pay 100% of your coverage)
• Life and Disability Insurance
• Flexible Spending Account and Health Saving Account Options
• 401K
• Flexible PTO
• Flex Friday (Every other Friday off)
• Flexible Work Location
• Remote Work Option Available
• Tuition Reimbursement
• Company-Paid Online Learning
• And more!

Check us out on Comparably! Please copy and paste the following URL: https://www.comparably.com/companies/axcient

At Axcient, we’re more than the sum of our parts. We value our unique team members, and our company thrives when we support and celebrate our differences.