Technical Support Engineer
Ontario · Ottawa · Remote · 4+ years experience · Remote · Posted Oct 9, 2026
At a glance
- Experience
- 4+ years experience
- Workplace
- Remote
- Location
- Ontario · Ottawa · Remote
About the role
- CrashPlan is seeking a Technical Support Engineer to join a focused team providing technical support for eCommerce and enterprise-level customers.
- The role involves managing chats, emails, and video calls in a customer support center environment to resolve technical issues.
Responsibilities
- Taking ownership of reported customer issues and seeing problems through to resolution
- Facilitating customer communication, education and retention
- Collaborating with your team on issues and their solutions
- Performing thorough analysis of varied log and system files related to CrashPlan products
- Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions
- Utilizing remote secure access technologies to diagnose and resolve customer issues
- Reviewing manuals, release notes, and patch documentation for possible issue resolution
- Meeting service level agreements and ensuring proper documentation of all issues
- Participating in a scheduled on-call rotation to respond to critical (Sev1) customer issues
- Directing and developing your own professional skill and that of your junior colleagues
Requirements
- 4+ years of relevant work experience, or combination of education and relevant work experience
- The ability to make decisions on your own, and consult with team leaders as needed
- Fluent in Windows, Mac and Linux operating systems
- Understanding of the technical fundamentals of the Internet and server administration, such as: SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
- Strong scripting experience (e.g. Bash, PowerShell, Python, JavaScript)
- Strong knowledge of database technologies
- Strong knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code
- Ability to communicate with high technical knowledge and efficiency
- Excellent problem-solving skills
- Strong writing skills and good customer service etiquette
Preferred qualifications
- A passion for learning.
- Experience with utilizing API
- Strong command line Linux skills. You have set up and run your own Linux servers before.
- Knowledge of security software or previous experience at a security organization
- Knowledge of varied environments, such as AWS or virtualization
Benefits
- Annual bonus based on individual and company performance
- Full range of benefits
Workplace
- We are only considering remote Canada based applicants.
Skills
- Windows
- Mac
- Linux
- SSH
- HTTPS
- SSL/TLS
- TCP/IP
- Bash
- PowerShell
- Python
- JavaScript
- AWS
