Files.com
Customer Support Engineer (Remote)
Job Summary
This role involves serving as the front line of technical customer support, assisting clients via phone, email, and Zoom. Support Engineers troubleshoot complex issues related to networking, APIs, remote integrations, and file automation, collaborating closely with engineering to resolve bugs. The position emphasizes clear communication, ownership of customer issues, and translating feedback into product improvements. Opportunities for career growth include moving into roles in management, customer success, product, sales, or finance within a high-performance, supportive culture.
Required Skills
Benefits
Job Description
What We Stand For
Who We Are
What Makes This Role Different
- Technical depth and daily challenge: Youâll solve nuanced technical puzzles every weekâAPI integrations, network misconfigurations, edge-case SFTP workflows, and more. If you like variety and real intellectual engagement, youâll never be bored here.
- Support with leverage: Youâre backed by an engineering team that tackles bugs in days (not quarters) and a leadership team that listens and acts. We donât stack up âknown issuesââwe fix them.
- Career mobility: Support at Files.com isnât a stepping stoneâitâs 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: Weâve built a $35M+ revenue business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Weâre backed by $46.5M from Riverwood Capital and scaling with disciplineânot chaos.
What Youâll Actually Do
- Front-Line Engagement Support customers via phone, email, and Zoomâowning 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 daysânot 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
Where This Role Can Take You (Growth Path)
This Role Is Not for You 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
Files.com
4,000+ companies trust Files.com to automate and secure business critical transfers. We obsess about security, compliance, reliability, and performance so your critical business processes just work every time. Supports FTP, SFTP, AS2, and dozens of integrations.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.