Customer Support Engineer (Remote)

About the role

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.

At Files.com, it’s the opposite. Our Customer Support Engineers are a first-class technical function. They resolve complex issues, influence product direction, and keep 4,000+ enterprise customers successful. Support here is a growth engine: a sharp feedback loop into Engineering, Product, and Leadership.

What We Stand For

This is Support done right: high-caliber, high-impact, and central to our growth.

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: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

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.

Technical Troubleshooting

• 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.

Product Feedback Loop

• Turn customer insights into actionable improvements for Product and R&D.

Clear Communication & Documentation

• Write crisp, empathetic updates that keep customers confident and teammates aligned.

Success Metrics

• Customers consistently rate their support experience as excellent.
• Complex issues are resolved quickly, with crisp handoffs to Engineering when needed.
• Bugs are identified, escalated, and fixed within days—not months.
• Documentation is thorough enough that anyone can understand the status at a glance.
• Customer feedback shapes product decisions and improves workflows.

Who Thrives in This Role

• 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.

Growth Paths

• Support → Customer Engagement Manager – coach, mentor, and scale team impact.
• Support → Product / Solutions Engineer – shape the product with customer insights.
• Support → Sales or Success – bring your technical expertise to growth functions.
• Support → Finance/Controller-track – optimize internal processes and revenue ops.

What This Role Isn't For

• You prefer email-only support and avoid phone or video conversations.
• You see technical issues in isolation without considering customer impact.
• You wait for direction instead of taking ownership.
• You freeze in fast-moving environments.
• You dislike feedback or take it personally.

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