Technical Solutions Engineer (Tier 2)

(Hybrid or Open to Remote depending on qualifications / experience)

Salary: $75-85K depending on location / qualifications / experience

About Slide

Slide is a modern, security-first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers. Founded by Austin McChord (Datto Founder & former CEO) and Michael Fass (former Datto General Counsel & Chief People Officer), Slide is led by a team of industry veterans with deep expertise in backup, disaster recovery, and cybersecurity. Built from scratch, from a clean-room code base, free from legacy technical debt, to deliver the MSP-centric backup and recovery platform of the future. By focusing on security, performance, and simplicity, Slide provides a powerful, cost-effective, and easy-to-use solution that ensures MSPs can protect their clients’ data without the constraints of outdated technology and restrictive pricing models.

Job Summary

At Slide we pride ourselves on hiring the best and brightest technical professionals that have a foundation in providing a top tier partner support experience but also have the ability to grow and develop other skill sets that not only help the organization but the individual. Everyone is different with different strengths and we look for team members willing to push themselves and build on those strengths.

Our standards for technical support were, are and will always be of the highest order; this is what separates us from our competition and a big reason why partners come to Slide. The relationships with our partners are paramount to the success of our organization. Slide is a Backup and Disaster Recovery company,  Slide Solutions Engineers are here at the most critical times when partners need help restoring data from their systems.

Technical Solutions Engineer (Tier 2)

Core Responsibilities:

• Provide outstanding technical support to Slide partners via email or phone (And chat in the future) for any of their product issues, from help with deployments, technical issues and Disaster Recovery situations.
• Connect remotely with partners onto systems they need assistance with and work collectively with them for a resolution
• Be able to handle disaster recovery situations with calmness and clarity. Understand the situation at hand, plot a course of action together with our partners and help work towards the end goal.
• Be positive with partners. Speak professionally and with familiarity with partners. Understand the situation and the factors around it and provide full-scope solutions, not just checking boxes. Be empathetic, transparent and receptive.
• Keep support cases updated, both internally and externally. Provide thorough notes on troubleshooting and detailed updates to partners
• Use internal and external tooling to research support cases for resolution (Internal documentation, external sites)
• Write internal documentation for ongoing troubleshooting/repeat cases
• Work with the Slide Sales team as needed with any partner concerns brought to the support team
• Be able to present customer issues to engineering and other internal teams with detail and clarity to help provide more permanent programmatic solutions for partners.
• On-Call rotation for weekends/overnights will be required when ramped up to ensure coverage for a 24X7 Disaster Recovery support operation

Skill Sets Required

• Very strong customer service (Especially in high-pressure situations)
• Windows Server administration (Windows Server 2012 and above, Application support, Volume Shadow Service (VSS) troubleshooting, break-fix, service management, Event Log analysis, understanding of bootloaders, security software)
• Deep experience with backup technologies, usage and administration
• Linux experience (Command-line administration & support. Experience with zfs-on-linux preferred)
• Networking experience (Understanding of protocols, network management, firewall experience (Windows & 3rd party)
• Log analysis / critical thinking (Tying logs together with problems, researching solutions)
• Technical & professional writing (Partner interactions and internal communications with sales/engineering team)
• Experience with code debugging (Go, Bash) a plus but not required

Benefits

• Comprehensive health, dental, and vision coverage.
• Paid Time Off: Generous paid time off and holiday schedule.
• Retirement Plan: 401(k) 
• Professional Development: Opportunities for training and professional growth.
• The opportunity to do your life's work in a dynamic and creative environment with like-minded individuals