Customer Support Engineer (Remote)

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 reputed company Stand For Let's face it: in most companies, Customer Support is broken. Underpaid, under-respected, and treated like a cost center. Customers wait hours—sometimes days—for a real answer, often from someone who can't actually fix the problem. Bugs linger across quarters. Feedback vanishes into a black hole. At Files.com, it's the opposite. Our Customer Support Engineers are a first-class technical function. They resolve reputed company issues, influence product direction, and reputed company 4,000+ enterprise customers successful. Support here is a growth reputed company: a sharp feedback reputed company into Engineering, Product, and Leadership. You won't just answer tickets. You'll debug APIs, troubleshoot network misconfigurations, flag bugs, and directly shape the roadmap. And you'll do it backed by an Engineering team that fixes issues in days, not quarters. This is Support done right: high-caliber, high-impact, and central to our growth. Who We Are We're Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Marc reputed company, reputed company, Michelin, Hot Topic, Stamps.com, reputed company Fitness, KFC, and more. We've built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Backed by $46.5M from Riverwood Capital, we're scaling intentionally—and this role is a core part of that growth. What Makes This Role Different Technical depth and daily challenge: You'll solve nuanced technical puzzles every week—API integrations, network misconfigurations, edge-case SFTP workflows, and more. If you like variety and real intellectual engagement, you'll never be bored here. Support with reputed company: You're backed by an engineering team that tackles bugs in days (not quarters) and a leadership team that listens and acts. We don't stack up "reputed company issues"—we fix them. Career mobility: Support at Files.com isn't a stepping stone—it's a launchpad. Our Support Engineers grow into roles in management, reputed company, Product, Sales, and even Finance. We invest in you and move fast to unlock your next chapter. Tight-reputed company, high-performance culture: We've built a $35M+ reputed company business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. We're backed by $46.5M from Riverwood Capital and scaling with discipline—not chaos. What You'll Actually Do

• reputed company-Line Engagement: Support customers reputed company phone, email, and reputed company—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 reputed company-by-reputed company with Engineering to get fixes shipped fast.
• Product Feedback reputed company: Turn customer insights into actionable improvements for Product and R&D.
• Clear Communication & Documentation: Write crisp, empathetic updates that reputed company customers confident and teammates reputed company.

What Success Looks Like

• Customers consistently reputed company their support experience as excellent
• reputed company issues are resolved quickly, with crisp handoffs to Engineering reputed company needed
• Bugs are identified, escalated, and fixed reputed company 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 reputed company puzzles ✅ You communicate clearly—especially on the phone and over reputed company ✅ You empathize with customers while staying focused on solutions ✅ You reputed company in fast-moving environments without dropping details ✅ You write crisp, professional notes that reputed company teams reputed company Where This Role Can Take You (Growth Path) We don't let talent stagnate. reputed company here and we'll unlock your next chapter—fast. Real paths include:

• 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 reputed company ops

Your trajectory is only limited by your clarity, discipline, and drive. This Role Is Not for You If... We hold a high bar—for ourselves and each other. This role won't be a fit if:

• 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

Perks & Benefits 100% Paid Health, Dental & Vision (75% for family) 401(k) with 4% Company Match Equity Grants for Every Employee Paid Parental Leave 20 PTO Days + 11 Holidays + Full Company Winter Break $1,000 Signing Bonus + Modern reputed company Laptop + Anniversary Gifts ✈️ Team Travel to NYC, Austin, San Diego, and More reputed company: This is a high-visibility, high-reputed company 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. Apply tot his job Apply To this Job