Technical Support Engineer - BCDR

Technical Support Engineer – BCDR Based in Westport, Connecticut, Slide is a modern, security‑first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers (MSPs). Founded by Austin McChord (Datto Founder & former CEO) and Michael Fass (former Datto General Counsel & Chief People Officer), Slide is led by a team of industry veterans with deep expertise in backup, disaster recovery, and cybersecurity. Built from scratch with a clean‑room codebase and free from legacy technical debt, Slide delivers a high‑performance, easy‑to‑use platform designed for the future of MSPs. The company combines security, speed, simplicity, and support—without outdated pricing models or restrictive contracts. Position Summary We are seeking a Technical Support Engineer for our 12PM-9PM ET shift with deep expertise in BCDR solutions to support Slide’s MSP partners in resolving complex technical challenges. In this role, you’ll serve as a subject matter expert for Slide’s BCDR products, driving technical excellence, and ensuring a world‑class partner experience. Key Responsibilities Deliver expert‑level technical support for Slide’s BCDR product suite by phone and email Independently maintain a ticket backlog and correspond with partners to resolve issues Lead troubleshooting efforts for partner issues related to data backup, recovery, virtualization, storage, and networking Perform advanced data restores, virtualization of backups, and cloud failovers Collaborate with other support team members as needed to continuously move cases forward Required Qualifications 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, with a strong focus on backup and disaster recovery Ability to work independently in high‑pressure customer situations including disaster recovery Excellent analytical, diagnostic, and troubleshooting skills Proven ability to manage high‑priority incidents and communicate effectively under pressure Expert knowledge of BCDR technologies, including image‑based backups, cloud failover, and recovery testing Deep experience with Windows Server (2012–), Ubuntu Linux and virtualization technologies (KVM/libvirt, VMware ESXi, Microsoft Hyper‑V) Strong knowledge of networking protocols (TCP/IP, VPN, DNS, DHCP, NAT) Preferred Qualifications Experience supporting MSP BCDR appliances and services Previous experience in an MSP environment or working directly with MSP clients Certifications such as MCSE, VCP, Network+ Exposure to ZFS file systems, Linux‑based storage appliances and storage technologies (ZFS, RAID, iSCSI, SMB) Familiarity with scripting and automation (PowerShell, Bash, or Python) Why Join Us Competitive compensation Industry‑leading benefits including health, dental, vision, and 401(k) Generous PTO Access to the latest technologies and a global network of IT professionals A collaborative culture that values technical growth, mentorship, and customer service #J-18808-Ljbffr