Technical Support Engineer

Company Overview

LucidLink is a fast-growing startup on a mission to make data instantly and securely accessible from everywhere. As remote and hybrid work has become the new normal, our cloud-based technology enables teams to instantly access files and collaborate from anywhere in a familiar format that works like a local hard drive.

LucidLink’s solution is designed for workflows involving huge files, massive data sets and real-time collaboration. Our customers include the world’s most creative companies like Paramount, Warner Brothers, Epic Games, Spotify, A+E and Netflix. We were founded in 2016 by storage industry experts and support over one billion customer files across more than 40+ countries. LucidLink is headquartered in San Francisco, California, has an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe, and Australia.

Reasons to Join LucidLink:

• Solving Impossible Problems: At LucidLink, we're transforming how teams collaborate globally, starting with the Media & Entertainment industry and expanding to all data-intensive sectors.

• Values-led Culture: Our people are the backbone of our success. We make decisions and operate as a company with a values-led mindset.

• Rocket Ship Growth: We're growing at warp speed, with triple-digit growth year-over-year and have a clear line of sight to unicorn status.

• Outsize Scale of Impact: You'll be part of our dream team of 100+ builders, moving at startup speed. The impact of your actions will be immediate and exponential.

• Hybrid Work: Embrace the freedom to work from any location as we encourage a flexible mix of in-person and remote work.

• Comprehensive Benefits: We invest in our people and offer unlimited PTO, a competitive salary, stock options package and full health coverage.

The Job

Joining LucidLink as a Technical Support Engineer you will be responsible for ensuring that all in-bound support requests are promptly answered, triaged, and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat, and outgoing video calls. You will be troubleshooting customer issues related to our cloud networking product and answering technical inquiries about the product. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support.

Key Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Responding promptly to customer inquiries.

• Resolving cases, tracking the progress, and providing required follow-up.

• Expanding our Knowledge Base.

• Working with other teams to ensure a consistent and high-quality level of support.

• Knowing our product inside out and being able to answer customer questions in a wide variety of areas.

• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.

Your skills and qualifications must-haves:

• At least 2 years of experience as a Technical Support or a similar position.

• Great communication skills, fluent in English both written and spoken.

• Experience in supporting products in desktop application environments (macOS, Windows, Linux).

• Experience in reproducing clients’ issues, and leading debug sessions in live calls with customers.

• Effectively collecting debug information to ease problem solving (logs, memory dumps etc).

• Knowing TCP/IP.

• Experience in writing internal and public-facing documentation articles

Your skills and qualifications good to haves:

• Knowledge in cloud environments (e.g. AWS), networking, and storage.

• Experience in setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

• Ability to read and comprehend source code

• Ability to use scripting languages to automate and speed up tasks

The salary range provided for this position is an estimated guideline from Pave data. Total compensation for this position may also include equity, variable pay, and employee benefits. We consider a wide range of factors when making compensation decisions, including but not limited to relevant experience, knowledge, training, and skill sets; market conditions; and internal equity. Compensation ranges may also vary based on location.

LucidLink is an Equal Opportunity Employer. We strongly encourage you to apply, even if you don't believe you meet every requirement on the job description. You might be the right person for this role, or another one. We look forward to hearing from you.