Support Engineer

We currently looking for a Support Engineer to assist our customers get the most out of LiquidFiles, answer questions about everything from basic configuration to advanced troubleshooting.

The only real requirement that we have for this role is that you reside somewhere in America. It doesn't matter if you're in Canada, United States, Mexico, Brazil or anywhere else as long as it's somewhere in any of the American time zones.

This is a full-time position.

What's it like to work at LiquidFiles?

LiquidFiles is almost exclusively a remote work work-place. We are looking for someone that's self-motivated and has a wide range of knowledge and experiences. In difference from a lot of places, we don't have a tiered support model. That means as a support engineer you will answer questions ranging from simple questions like "how can I increase the maximum file size for our users", assist administrators troubleshoot SMTP delivery issues through their Email Relay systems and sometimes advanced on-system troubleshooting where someone has managed to half-move their data storage to an NFS system and can't get their system to boot properly.

Our aim with all our projects and roles is that none of it should be stressful. We want to provide the highest level of support to our users within the constraints that we've given ourselves — all support is handled using our support ticketing system at https://support.liquidfiles.com. We don't offer phone support or things like Webex, Zoom or similar support for our customers.

Another aim we have is to make the product and documentation as obvious as it can possibly be. We don't want anyone to spend time answering the same question over and over again if can be avoided. As part of this role, you will provide feedback to developers how we can make the product better and more obvious, and on slow support days, we work on updating the documentation that can always be improved and extended.

Sometimes you will just reply to questions using pre-defined answers to common questions that can be handled in seconds. Sometimes you can spend hours or in extreme cases days working out why some customers SAML server responds differently than what LiquidFiles is expecting it to, and other deep technical issues that arises from time to time in various customer environments.

What we're looking at from an ideal candidate?

The ideal candidate for this position is someone with quite a few years experience working with IP Networks and Linux systems. You will need to have a great understanding of IP networking fundamentals and can both see clearly and explain why it's not possible to have a default gateway of 192.1.1.1 in a 192.1.0.0/24 network. You will also need to have a great understanding of CentOS system fundamentals. If you have basic understanding of Ruby on Rails fundamentals, that's a bonus.

With all our support handled online, you will need to be able to clearly explain to customers in written format how to do things on their systems and in their environments.

How to Apply?

Please send us an email to jobs@liquidfiles.com with a subject "Support Engineer" and a written response to the following common questions we get:

Looking forward to hearing from you.

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