Technical Support Engineer, L2

Company Overview

LucidLink is a fast-growing startup on a mission to make data instantly and securely accessible from everywhere. As remote and hybrid work has become the new normal, our cloud-based technology enables teams to instantly access files and collaborate from anywhere in a familiar format that works like a local hard drive.

LucidLink’s solution is designed for workflows involving huge files, massive data sets and real-time collaboration. Our customers include the world’s most creative companies like Paramount, Warner Brothers, Epic Games, Spotify, A+E and Netflix. We were founded in 2016 by storage industry experts and support over one billion customer files across more than 40+ countries. LucidLink is headquartered in San Francisco, California, has an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe, and Australia.

Reasons To Join LucidLink

• Solving Impossible Problems: At LucidLink, we're transforming how teams collaborate globally, starting with the Media & Entertainment industry and expanding to all data-intensive sectors.
• Values-led Culture: Our people are the backbone of our success. We make decisions and operate as a company with a values-led mindset.
• Rocket Ship Growth: We're growing at warp speed, with triple-digit growth year-over-year and have a clear line of sight to unicorn status.
• Outsize Scale of Impact: You'll be part of our dream team of 100+ builders, moving at startup speed. The impact of your actions will be immediate and exponential.
• Hybrid Work: Embrace the freedom to work from any location as we encourage a flexible mix of in-person and remote work.
• Comprehensive Benefits: We invest in our people and offer unlimited PTO, a competitive salary, stock options package and full health coverage.
  
  

Qualifications

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.
• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.
  
  

The Ideal Team Member Possesses The Following Personal Traits

• Shares our core values.
• Is a team player.
• Is smart with an analytical mindset.
• Is result-oriented and self-motivated.
• Has a positive, can-do attitude.
• Is thriving in a fast-paced, dynamic environment.
• Has a strong desire to constantly learn while helping others do the same.
  
  

The salary range provided for this position is an estimated guideline from a salary database. Total compensation for this position may also include equity, variable pay, and employee benefits. We consider a wide range of factors when making compensation decisions, including but not limited to relevant experience, knowledge, training, and skill sets; market conditions; and internal equity. Compensation ranges may also vary based on location.

LucidLink is an Equal Opportunity Employer. We strongly encourage you to apply, even if you don't believe you meet every requirement on the job description. You might be the right person for this role, or another one. We look forward to hearing from you.