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Technical Support Engineer

Location: Bulgaria

Join world-class specialists building an unmatched product for the modern cloud ecosystem.

We are storage and networking experts building the Cloud NAS. Remote cloud collaboration is now a requirement, and we are transforming the $40B NAS market. Our unique cloud-native file system addresses many distributed storage and security problems inherent when working remotely over the Internet.

With a focus on simplicity, security, and performance, we've reached a new milestone in our journey, and we're looking to expand our team with more talented members.

  • Cloud technology startup - Headquartered in the US with R&D based in Sofia, Bulgaria
  • Product Innovation - Cloud NAS, built as SaaS, cloud-native file system
  • Team - A dream team of 25+ dedicated individuals
  • Mission - To make data universally, securely, and seamlessly accessible to everyone, everywhere
 

Job Description

Joining LucidLink as a Technical Support Engineer (Level 2) you will be responsible for ensuring that all in-bound support requests are promptly answered, triaged and internally escalated as required. You will be the primary point of contact for our customers through various channels – email, chat and phone. You will be troubleshooting customer issues related to our cloud networking product and answer technical enquiries about the product. The customers you will interact with will be based in the APAC region and your working hours will be from 09:00 until 17:00 (UTC +10). Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take active part in all decision making and processes related to customer support.

Your skills and qualifications:

  • At least 2 years of experience as Technical Support or a similar position.
  • Fluent English both written and spoken.
  • Experience supporting products in desktop applications environments (macOS, Windows, Linux).
  • Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.
  • Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
  • Knowledge in cloud environments (e.g AWS), networking, storage.
  • Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

Your responsibilities:

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Resolving cases, tracking the progress and providing required follow-up.
  • Working with other teams to ensure a consistent and high-quality level of support.
  • Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
  • Analysing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.
Our team

Meet our team

The ideal team member possesses the following personal traits:

  • Shares our core values
  • Contributes as a team player
  • Provides a smart analytical mindset
  • Is result-oriented and self-motivated
  • Embraces a positive, can-do attitude
  • Thrives in a fast-paced, dynamic environment
  • Desires to constantly learn while helping others do the same

Join us for casual conversations to answer any of your questions, every Tuesday & Thursday at 1 pm EEST

Great work deserves great benefits

Our Bulgarian office is conveniently located in downtown Sofia, in a brand-new facility, near Vitosha Boulevard.

  • Stock option
    Stock option plan Our success will also be your success through our attractive stock option plan.
  • Money
    Excellent compensation We offer a competitive remuneration package to address your needs.
  • Vacation
    Flexible vacation Vacation days are based on your needs to refresh, so you can maintain a healthy work-life balance.
  • Assistant
    Personal assistant Focus on the things you enjoy and let us help you run your daily errands for you.
  • Time
    Flexible working hours & location You know best how to reach your “performance” zone.
  • Gym
    Sport cards A healthy employee is a happy employee, that’s why we offer sport cards for each employee and one companion.
  • Food
    Company-sponsored meals Fresh fruits and snacks are always available in our Sofia office as well as a company-sponsored team lunch every Friday.
  • Health
    Additional healthcare Additional healthcare package that includes dental care and medical supplies.

SaaS offering, no hardware or IT support required

End-to-end security encryption

Works with any object storage

Instant on-demand file access from anywhere

Works with any OS

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