[Remote] Customer Support Engineer (Remote)

Note: The job is a remote job and is open to candidates in USA. Files.com is a profitable, founder-led SaaS company powering secure file transfer and automation for over 4,000 brands. They are seeking a Customer Support Engineer to resolve complex technical issues, influence product direction, and ensure customer success through effective troubleshooting and communication.

Responsibilities

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

Skills

• Technical depth and daily challenge: You'll solve nuanced technical puzzles every week—API integrations, network misconfigurations, edge-case SFTP workflows, and more
• 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
• Career mobility: Support at Files.com isn't a stepping stone—it's a launchpad
• 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
• 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

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

Company Overview