Customer Support Engineer (Remote)

Remotemid

OtherCustomer Support Engineer

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Quick Summary

Key Responsibilities

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,

Requirements Summary

in most companies, Customer Support is broken. Underpaid, under-respected, and treated like a cost center. Customers wait hours—sometimes days—for a real answer,

Technical Tools

OtherCustomer Support Engineer

📍 Location: Remote or In-Office (Downtown Austin, TX or Old Town Scottsdale, AZ)
💼 Type: Full-time
💰 Compensation: $95,000 - $150,000 (subject to qualifications and experience) + equity + premium benefits

Let’s face it: in most companies, Customer Support is broken.

We’re Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

Responsibilities

~1 min read

→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.

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 days—not months
Documentation is thorough enough that anyone can understand the status at a glance
Customer feedback shapes product decisions and improves workflows

✅ 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

We don’t let talent stagnate. Perform here and we’ll unlock your next chapter—fast.

We hold a high bar—for ourselves and each other. This role won’t be a fit 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

What We Offer

~1 min read

🩺 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

Bottom Line: This is a high-visibility, high-leverage role where you’ll solve real technical challenges, shape the product, and build a career—not just a job. If you want daily variety, intellectual engagement, and a fast-growth environment, this is your seat.