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Customer Support Engineer (Remote)

Remote
📍 Location: Remote 
💼 Type: Full-time
💰 Compensation: Competitive salary + equity + premium benefits

What We 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.
 
Not here.
 
At Files.com, Customer Support is a first-class technical function—a high-caliber team empowered to make our 4,000+ enterprise customers successful. We treat support as a growth engine: a sharp feedback loop into engineering, product, and leadership. That means when customers hit a snag, you’re not just checking boxes—you’re making the product better.
 
Our Support Engineers are embedded in the product lifecycle. They flag patterns, squash bugs, ship fixes, and influence roadmap priorities. And they do it without burning out, battling bureaucracy, or begging for resources.

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: Target, Canonical, UPS, GoPro, Marriott, and more.
We’re not a chaotic startup. We’re not a bloated big tech org.
We’ve built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own their outcomes.
Backed by $46.5M from Riverwood Capital, we’re scaling with intention, and this role is core to that strategy.

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 leverage: 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 “known 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, Customer Success, Product, Sales, and even Finance. We invest in you and move fast to unlock your next chapter.
Tight-knit, high-performance culture: We’ve built a $35M+ revenue 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 Do

  • Serve as the front line of technical engagement, supporting customers via phone, email, and Zoom.
  • Troubleshoot and resolve complex issues across networking, API usage, remote integrations, identity management, and file automation.
  • Rapidly identify and escalate bugs—working side-by-side with Engineering to get fixes shipped.
  • Synthesize customer feedback into actionable insights for Product and R&D.
  • Communicate with clarity, empathy, and efficiency—internally and externally.
  • Take full ownership of the customer experience, ensuring issues are resolved and learnings are shared.

This Role Is Not for You If...

Let’s be blunt. If any of these sound like you, you’ll struggle here:
  • You avoid phone calls and try to solve everything over email
  • You see technical problems in a vacuum without acknowledging the people they affect
  • You wait for direction instead of taking ownership
  • You get overwhelmed in fast-moving environments
  • You don’t like feedback—or you get defensive when you hear it
  • That doesn’t mean you’re not talented. It just means this isn’t your team
We move fast, communicate clearly, and hold a high bar—for ourselves and each other

Where This Role Can Take You (Growth Path)

We don’t let talent stagnate
 
Whether you want to grow deep in Support or pivot to a different function, we’ll give you the tools and mentorship to thrive
 
Past real-life growth paths:
  • Support → Customer Engagement Manager – coach, mentor, and scale team impact
  • Support → Controller – optimize internal processes and financial ops
  • Support → Sales – bring your customer insight to core business growth
Your trajectory here is only limited by your drive, clarity, and discipline

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 Apple Laptop + Anniversary Gifts
🍳 Free Catered Breakfast or Lunch Daily (In-Office)
✈️ Team Travel to NYC, Austin, San Diego, and More
🌇 Gorgeous Offices — sunlight, energy, walkability, and cold brew on tap

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