Ready to redefine what great technical support looks like? At Files.com, Customer Support Engineers don’t just answer tickets—they solve complex technical challenges, influence product direction, and directly impact customer success.
About Files.com
Files.com is a profitable, founder-led SaaS company powering secure file transfer and automation for over 4,000 global brands including Marc Jacobs, GrubHub, Michelin, and Planet Fitness. With $35M+ in revenue, $46.5M in growth capital, and a lean team of 70, we’ve scaled by hiring smart communicators who act fast and own outcomes. Here, Customer Support is treated as a first-class function—central to product growth and customer loyalty.
Schedule
- Full-time, remote within the U.S. or in-office (Austin, TX / Scottsdale, AZ)
- Expect direct customer interaction via phone, email, and Zoom during business hours
What You’ll Do
- Provide first-class support to enterprise customers through phone, email, and Zoom
- Troubleshoot issues across networking, API integrations, identity management, and automation workflows
- Identify and replicate bugs, escalate quickly, and collaborate with Engineering for fast fixes
- Deliver crisp, empathetic communication that builds trust and confidence
- Feed customer insights into Product and R&D for continuous improvement
What You Need
- Technical curiosity with strong problem-solving skills
- Clear communication skills, especially in phone and video conversations
- Ability to empathize with customers while staying solution-oriented
- Comfort working in a fast-moving environment with shifting priorities
- Strong written documentation skills for internal alignment and customer clarity
Compensation & Benefits
- Salary: $95,000 – $150,000 (based on qualifications and experience)
- Equity grants for every employee
- 100% paid health, dental, and vision (75% for family)
- 401(k) with 4% company match
- Paid parental leave
- 20 PTO days + 11 holidays + full company winter break
- $1,000 signing bonus, modern Apple laptop, and anniversary gifts
- Team travel opportunities (NYC, Austin, San Diego, and more)
This isn’t a “support desk” job—it’s a high-impact technical role where you’ll solve real problems, shape the product, and grow your career. If you’re looking for variety, intellectual challenge, and a clear growth path, this is your seat.
Happy Hunting,
~Two Chicks…