USD per year
Technical Support Engineer (East Asia)
Remote - Davao, Davao, Philippines FileCloud is looking for an enthusiastic and experienced Technical Support Engineer\u00a0based in East Asia 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, FileCloud27s 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 6 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 6 scheduled calls with customers, recreating the customer environment, and testing the solutions ahead of deployments.
Ideal Candidate:
- Currently based and reside in East Asia.
- 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,...