Customer Support Engineer

Files.com

Customer Support Engineer at Files.com resolving complex technical issues and shaping product improvements. Engaging directly with customers via phone, email, and Zoom for effective support.

Posted 4/29/2026full-timeRemote • Arizona, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

Support customers via phone, email, and Zoom—owning the resolution end-to-end.
Diagnose and resolve issues across networking, API usage, integrations, identity management, and file automation.
Spot patterns, replicate edge cases, and work side-by-side with Engineering to get fixes shipped fast.
Turn customer insights into actionable improvements for Product and R&D.
Write crisp, empathetic updates that keep customers confident and teammates aligned.

Requirements

What you’ll need

You’re technically curious and love solving complex puzzles
You communicate clearly—especially on the phone and over Zoom
You empathize with customers while staying focused on solutions
You thrive in fast-moving environments without dropping details
You write crisp, professional notes that keep teams aligned

Benefits

Comp & perks

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
Team Travel to NYC, Austin, San Diego, and More

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

networkingAPI usageintegrationsidentity managementfile automation

Soft Skills

communicationempathyproblem-solvingattention to detailadaptability