Sr. Technical Support Engineer
Who We Are:
CrashPlan® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan’s solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan’s suite of products ensures the safety and compliance of your data without disruption.
We are seeking an experienced (Senior) Technical Support Engineer with strong technical expertise and excellent customer engagement skills. This role involves owning complex customer issues, providing advanced troubleshooting, delivering high-quality product demonstrations, and acting as a key interface between customers, engineering, and product teams.
The ideal candidate brings deep hands-on experience in SaaS support, strong analytical skills, and the ability to mentor junior team members while maintaining high customer satisfaction. An ideal candidate will have Enterprise product support experience, preferably with data backup, data recovery, cybersecurity solutions.
- Provide advanced-level technical support to global customers via calls, emails, and virtual meetings
- Own and resolve complex product issues, performing root cause analysis and driving them to closure
- Act as an escalation point for junior support engineers and interns
- Deliver in-depth product demonstrations, technical walkthroughs, and solution presentations
- Collaborate closely with Engineering, Product, and QA teams to troubleshoot issues and influence product improvements
- Document detailed case notes, root causes, resolutions, and preventive actions
- Support customer onboarding, configuration, and implementation activities
- Proactively identify recurring issues and recommend process or product enhancements
- Ensure adherence to SLAs, support metrics, and customer satisfaction goals
- 5+ years of experience in Technical Support, Customer Support Engineering, or SaaS Support roles
- Excellent English communication skills (verbal and written) with strong customer-facing confidence
- Solid experience in technical troubleshooting, SaaS platforms, and enterprise support environments
- Strong understanding of IT fundamentals such as operating systems, networking basics, cloud concepts, and security principles
- Proven ability to conduct customer demos and explain technical concepts to both technical and non-technical audiences
- Strong analytical, problem-solving, and incident management skills
- Self-learning, self-driven, independent working, managing multiple priorities, and collaborating across (global) teams
Preferred Qualifications:
- Experience supporting Enterprise or B2B SaaS products
- Familiarity with backup, recovery, data protection, or cybersecurity solutions
- Experience using ticketing systems (Zendesk, Jira), CRM tools, and knowledge bases
- Prior experience mentoring or guiding junior team members
- Exposure to customer success or account management interactions
Benefits & Opportunities:
- Competitive compensation aligned with experience
- Opportunity to work with global customers and enterprise-grade products
- High ownership role with visibility across engineering and product teams
- Career growth opportunities within Technical Support, Customer Success, or Escalation Engineer paths
- Note: Role is onsite at HSR Layout, Bangalore location, working additionally on alternate Saturdays
CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer.
Create a Job Alert
Interested in building your career at CrashPlan? Get future opportunities sent straight to your email.
Apply for this job
*
indicates a required field