Technical Support Engineer

FileCloud is looking for an enthusiastic and experienced
Technical Support Engineer based in the Philippines to join our team
. In this role, you will diagnose, troubleshoot, and resolve customer issues in a timely manner. You will be required to provide support coverage during US hours. This role is fully remote and will require working remotely with other team members.

About FileCloud:
FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform that provides industry leading compliance, data governance, data leak protection, data retention and digital rights management capabilities. FileCloud is a leader in content governance and collaboration for unstructured data, trusted and used worldwide across Global 1000 enterprises, educational institutions, government organizations, and service providers. In addition to its enterprise file sharing solution, FileCloud's product portfolio also includes Signority (acquired in May 2024), a Canadian-based e-signature and document workflow platform. We are currently expanding our team as we grow and improve FileCloud.

Responsibilities:

• Become a product expert by learning all the different features of FileCloud – installation, configuration of features, and testing the product on multiple desktop applications
• Respond to all Level 1 & Level 2 support tickets within SLA
• Create internal SUP/ CL Tickets with development
• Fill in required forms and administer & complete tickets after dealing with customers
• Follow up with customers and keep them updated regarding any tickets under investigation
• Create knowledge base content derived from resolved issues
• Support weekend shift rotation (at least 1 weekend shift per month)
• Follow escalation procedures as required to the designated team
• Present good communication (both written and verbal) between team and other departments.
• Perform professional service tasks assigned by the senior team – scheduled calls with customers, recreating the customer environment, and testing the solutions ahead of deployments.

Ideal Candidate:

• Currently based and is a resident in Philippines
• Available to work 10 am to 6 pm (US Eastern Time)
• Strong verbal and written communication skills in English
• 3+ years Linux administration experience with Ubuntu, CentOS, Debian, RHEL
• Familiar with Apache Web Server troubleshooting
• Knowledge of Web Application support in Linux
• Possess Network Shares management skills
• 2+ years in a Technical Support position (customer service/technician)
• 1+ year support ticketing system experience (HubSpot, Zendesk, Freshdesk, SupportPal, Clarify, etc.)
• 2+ years in Windows Server Administration working with Active Directory, NTFS, IIS, SSL certificates, Power Shell etc
• Possess PHP application debugging skills
• 1+ years' experience in MongoDB troubleshooting
• 2+ years' experience in Apache troubleshooting
• 1+ years' experience AWS Administration
• 1+ years' experience Azure Administration
• Possess Single Sign On experience

We Offer:

• Be part of a team of passionate, committed individuals dedicated to building a world-class product
• Dedicated time for training and education opportunities
• A mentorship model wherein your mentor and team support your development
• A competitive salary with an annual bonus
• Fully remote working whilst offering flexible hours that fall outside of the companywide core hours of 9am -12pm (US Eastern time zone)
• 20 days of paid time off which increases by a further 2 days after 3 years of service and 3 days after 5 years of service (in addition to 10 public holidays in your country)
• Paid day off on your birthday or on an alternative day if your birthday falls outside a normal working day
• Paid day off to volunteer with the charity of your choice
• Paid monthly internet cost, as well as lunch and wellbeing stipend provided
• Reimbursement of all hardware costs associated with the role

Please note that we conduct background security checks for everyone joining our team.