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Slide · 1 day ago

Solutions Engineer

United States

Full-time

Remote

Mid Level

Slide is a modern, security-first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers. The Solutions Engineer will provide outstanding technical support to partners, assist with disaster recovery situations, and ensure effective communication and documentation throughout the support process.

Information ServicesInformation TechnologyManagement Information Systems

Responsibilities

Provide outstanding technical support to Slide partners via email or phone (And chat in the future) for any of their product issues, from help with deployments, technical issues and Disaster Recovery situations

Connect remotely with partners onto systems they need assistance with and work collectively with them for a resolution

Be able to handle disaster recovery situations with calmness and clarity. Understand the situation at hand, plot a course of action together with our partners and help work towards the end goal

Be positive with partners. Speak professionally and with familiarity with partners. Understand the situation and the factors around it and provide full-scope solutions, not just checking boxes. Be empathetic, transparent and receptive

Keep support cases updated, both internally and externally. Provide thorough notes on troubleshooting and detailed updates to partners

Use internal and external tooling to research support cases for resolution (Internal documentation, external sites)

Write internal documentation for ongoing troubleshooting/repeat cases

Work with the Slide Sales team as needed with any partner concerns brought to the support team

Be able to present customer issues to engineering and other internal teams with detail and clarity to help provide more permanent programmatic solutions for partners

On-Call rotation for weekends/overnights will be required when ramped up to ensure coverage for a 24X7 Disaster Recovery support operation

Qualification

Windows Server administrationBackup technologiesNetworking experienceLinux experienceLog analysisTechnical writingCustomer serviceCode debugging

Required

Very strong customer service (Especially in high-pressure situations)

Windows Server administration (Windows Server 2012 and above, Application support, Volume Shadow Service (VSS) troubleshooting, break-fix, service management, Event Log analysis, understanding of bootloaders, security software)

Deep experience with backup technologies, usage and administration

Linux experience (Command-line administration & support. Experience with zfs-on-linux preferred)

Networking experience (Understanding of protocols, network management, firewall experience (Windows & 3rd party))

Log analysis / critical thinking (Tying logs together with problems, researching solutions)

Technical & professional writing (Partner interactions and internal communications with sales/engineering team)

Experience with code debugging (Go, Bash) a plus but not required