Customer Support Engineer (Remote)

Location, Type & Compensation 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 What We Stand For We believe Customer Support should be a first‑class technical function. At Files.com, Customer Support engineers resolve complex issues, influence product direction, and keep 4,000+ enterprise customers successful. Who We Are Files.com is a profitable, founder‑led SaaS company powering secure file transfer and automation for 4,000+ brands, including Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more. We’ve built a $35 M+ business with 70 people, backed by $46.5 M from Riverwood Capital, and we’re scaling intentionally. What Makes This Role Different Technical depth and daily challenge: you’ll solve nuanced technical puzzles each week—API integrations, network misconfigurations, edge‑case SFTP workflows, and more. Support with leverage: you’re backed by an engineering team that fixes bugs in days and a leadership team that listens and acts. Career mobility: Support engineers become managers, product engineers, sales or success leaders, and even finance or controller‑track roles. We invest in you to unlock your next chapter. What You’ll Actually Do 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 ship fixes 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 days—not 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 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. Where This Role Can Take You (Growth Path) Support → Customer Engagement Manager – coach, mentor, and scale team impact. Support → Product / Solutions Engineer – shape the product with customer insights. Support → Sales or Success – bring your technical expertise to growth functions. Support → Finance/Controller‑track – optimize internal processes and revenue ops. What the Role Is Not For 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. 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. Equal Employment Opportunity As set forth in Files.com’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr Files.com