Technical (Customer) Support Engineer

Why Join HYCU?  

HYCU is the fastest-growing leader in the multi-cloud and SaaS data protection as a service industry. By bringing true SaaS-based data backup and recovery to on-premises, cloud-native, and SaaS IT environments, the company provides unrivaled data protection, migration, disaster recovery, and ransomware protection to thousands of companies worldwide. The company's award-winning R-Cloud platform eliminates complexity, risk, and the high cost of legacy-based solutions, providing data protection simplicity to make it the #1 SaaS Data Protection platform. With an industry leading NPS score of 91, HYCU has raised $140M in VC funding to date and is based in Boston, Mass. Learn more at www.hycu.com.
 

Overview  

We are looking for a driven, collaborative, and technically sharp Technical Support Engineer to join our growing Cloud B2B SaaS team. In this role, you will be the critical bridge between our customers and engineering teams — diagnosing complex issues across cloud infrastructure, enterprise SaaS platforms, and full-stack environments. You will own problems end-to-end, communicate with confidence, and help shape how support works at scale. 

This is not a basic helpdesk role. You will work on real technical challenges, grow into deeper specializations, and directly impact the quality and reputation of our platform. 

Location:   

• Remote, Costa Rica   

What You’ll Do:  

• Serve as the primary escalation point for complex customer-facing issues across cloud infrastructure, application layers, and integrations 

• Diagnose and resolve incidents across GCP, AWS, and Azure; document RCAs and remediation steps with clarity 

• Communicate directly with enterprise clients — translating technical findings for non-technical stakeholders and maintaining proactive updates throughout incidents 

• Support and troubleshoot enterprise SaaS platforms including Microsoft 365, iManage, and Atlassian products (Jira, Confluence) 

• Build and maintain internal runbooks, troubleshooting guides, and knowledge base articles 

• Identify patterns in recurring issues and surface improvement opportunities to engineering and product teams 

• Contribute to tooling and automation efforts  

What We’re Looking For:  

• 3+ years of experience in a technical support, systems engineering, or cloud operations role 

• Proven hands-on experience administering at least one of the following cloud environments: Google Cloud Platform (GCP), AWS, and/or Microsoft Azure 

• Strong Linux system administration skills — confident navigating logs, processes, and services from the command line 

• Experience leveraging AI-powered tools (e.g., generative AI, copilots, and automated diagnostics) to accelerate troubleshooting, improve incident resolution times, and enhance customer support outcomes in cloud environments 

• Excellent written and spoken English — you will communicate daily with enterprise clients and internal teams 

• Solid understanding of relational databases, particularly PostgreSQL — query analysis, connection troubleshooting, schema basics 

• Demonstrated ability to manage multiple concurrent incidents calmly and methodically under pressure 

• Exceptional interpersonal skills — empathetic, patient, collaborative, and solutions-oriented in every interaction 

It’s Great if You Have

• Direct experience supporting Microsoft 365 / O365 in an enterprise context (Exchange, Teams, SharePoint, licensing) 

• Familiarity with iManage document management platform and its administration 

• Working knowledge of Atlassian products — Jira and Confluence, including administration and integrations 

• Experience with enterprise backup products and disaster recovery strategies 

Attributes of a Successful HYCUer in this role:  

• Self-starter and strategic thinker who thinks outside the box  

• Takes responsibility and ownership for driving successful outcomes. You’re results-driven with a winning attitude  

• Team player! You have excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties  

• Hands-on and builders' mentality with an entrepreneurial mindset and intrinsic motivation  

• Obsessed with being customer-focused – We know our customers and are advocates for their voice and point of view across HYCU  

• Intellectual curiosity, always open for continuous learning/growth mindset  

Who We Are:  

Our Core Values: Authenticity, Grit and Empathy are at the heart of everything we do at HYCU. All of us at HYCU take ownership in shaping and contributing to our culture. We pride ourselves in developing an inclusive and diverse company that supports our employees and customers to do extraordinary things.    

The following is how we approach each Core Value:    

• Authenticity – To be authentic means to be who we are and do it well. Focus your energy on being who YOU are. Be true to yourself. Authenticity also extends to our products. Understanding where we are truly the best fit for our customers and when we are not. And finally, authenticity in relationships: ensuring that we are honest and do what we say we’re going to do.     

• Grit – To win we need to want it. Every team member needs to be able to jump in and help at every turn. Whether it’s staying late to help a colleague or customer or finding a better process and making sure it’s communicated cross-functionally. You just have to do it and love it…and never stop trying.     

• Empathy – We need to care about each other, about our clients, about our business, and about the world around us. That might seem like a tall order, but if we don’t live in a constant state of empathy, if we don’t strive to truly put ourselves in another person’s shoes, we cannot truly serve the market.  

"We are at our best when we stay true to our Core Values."~ Simon Taylor, CEO  

What We Offer: 

Come work for one of CRN’s “Cloud 100 Companies for 2026”. At HYCU you’ll have the opportunity to build your career with a “Visionary” B2B SaaS company from Gartner’s Magic Quadrant for Enterprise BackUp.