Level 1 Support Engineer

Level 1 Support Engineer for MSP360 Team

⚡️⚡️⚡️ Who we are

We are an international SaaS company that provides solutions for cloud data management and monitoring. We use our 15 years of experience in the Backup sphere and advanced technologies to help customers to make sure their data is safe and secure. We deliver data protection, provide remote support and simplify IT management. We’re passionate about delivering real value to our customers.

Now we are looking for a Technical Support Engineer who will be able to provide support and troubleshooting for customers via phone, email, and remote connection.

✅ Key Responsibilities

• Handling new cases according to SLA;
• Providing initial technical and customer support;
• Troubleshooting application and environmental issues that occur during the usage of our products;
• Escalating complex cases to higher support tiers;
• Documenting all customer interactions in our CRM and answering phone calls from customers;
• Improving customer satisfaction rate;

✅ Qualifications

• Fluent in written and spoken English;
• Ability to learn, understand and explain technical information;
• Basic understanding of at least some of the following areas: • Cloud Services (AWS, Azure, GCP) • Virtualization platforms • Windows Server OS (2008 R2 and higher) • *nix • Networking (TCP/IP, DNS, DHCP) • Microsoft Enterprise infrastructure (Exchange, AD, Microsoft 365); • Google Workspace (former G Suite)

Would be a plus knowledge of some of the following areas:

• Microsoft Enterprise infrastructure (Exchange, AD, Office 365); • Scripting tools (Powershell, Bash); • G-Suite; • Familiarity with backup solutions.

✅ We offer:

• Opportunity for professional growth within an international SaaS company;
• Strong technical onboarding; interesting and complex products that bring value to - businesses around the world; large number of technologies;
• Work with foreign customers in the B2B field;
• Experience-sharing with American peers;
• Flexible working hours (8 hours per day; 5/2 - Mon-Fri without night shifts)
• Ability to work from remotely;