Customer Support Engineer (Remote)

📍 Location: Remote or In-Office (Downtown Austin, TX or Old Town Scottsdale, AZ)
💼 Type: Full-time
💰 Compensation: $95,000 - $150,000 (subject to qualifications and experience) equity premium benefits

What We Stand For

Let’s face it: in most companies, Customer Support is broken.

Underpaid, under-respected, and treated like a cost center. Customers wait hours—sometimes days—for a real answer, often from someone who can’t actually fix the problem. Bugs linger across quarters. Feedback vanishes into a black hole.

At Files.com, it’s the opposite. Our Customer Support Engineers are a first-class technical function. They resolve complex issues, influence product direction, and keep 4,000 enterprise customers successful. Support here is a growth engine: a sharp feedback loop into Engineering, Product, and Leadership.

You won’t just answer tickets. You’ll debug APIs, troubleshoot network misconfigurations, flag bugs, and directly shape the roadmap. And you’ll do it backed by an Engineering team that fixes issues in days, not quarters.

This is Support done right: high-caliber, high-impact, and central to our growth.

Who We Are

We’re Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000 brands you know: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

We’ve built a $35M business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Backed by $46.5M from Riverwood Capital, we’re scaling intentionally—and this role is a core part of that growth.

What Makes This Role Different

Technical depth and daily challenge: You’ll solve nuanced technical puzzles every week—API integrations, network misconfigurations, edge-case SFTP workflows, and more. If you like variety and real intellectual engagement, you’ll never be bored here.

Support with leverage: You’re backed by an engineering team that tackles bugs in days (not quarters) and a leadership team that listens and acts. We don’t stack up “known issues”—we fix them.

Career mobility: Support at Files.com isn’t a stepping stone—it’s a launchpad. Our Support Engineers grow into roles in management, Customer Success, Product, Sales, and even Finance. We invest in you and move fast to unlock your next chapter.

Tight-knit, high-performance culture: We’ve built a $35M revenue business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. We’re backed by $46.5M from Riverwood Capital and scaling with discipline—not chaos.

What You’ll Actually Do

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

What Success Looks Like

• Customers consistently rate their support experience as excellent
• Complex issues are resolved quickly, with crisp handoffs to Engineering when needed
• Bugs are identified, escalated, and fixed within days—not months
• Documentation is thorough enough that anyone can understand the status at a glance
• Customer feedback shapes product decisions and improves workflows

Who Thrives in This Role

✅ 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

Where This Role Can Take You (Growth Path)

We don’t let talent stagnate. Perform here and we’ll unlock your next chapter—fast.

Real paths include:

• Support → Customer Engagement Manager – coach, mentor, and scale team impact
• Support → Product / Solutions Engineer – shape the product with customer insights
• Support → Sales or Success – bring your technical expertise to growth functions
• Support → Finance/Controller-track – optimize internal processes and revenue ops

Your trajectory is only limited by your clarity, discipline, and drive.

This Role Is Not for You If...

We hold a high bar—for ourselves and each other. This role won’t be a fit if:

• You prefer email-only support and avoid phone or video conversations
• You see technical issues in isolation without considering customer impact
• You wait for direction instead of taking ownership
• You freeze in fast-moving environments
• You dislike feedback or take it personally

Perks & 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

Bottom Line: This is a high-visibility, high-leverage role where you’ll solve real technical challenges, shape the product, and build a career—not just a job. If you want daily variety, intellectual engagement, and a fast-growth environment, this is your seat.