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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for eCommerce and enterprise-level customers, with strong skills in troubleshooting, customer communication, and issue resolution. Proficient in various operating systems and scripting languages, with a commitment to continuous learning and professional development.
Highest-signal resume keywords
Technical Support for eCommerceScripting Experience with Bash, PowerShell, Python, or JavaScriptFluency in Windows, Mac, and Linux Operating SystemsKnowledge of Database TechnologiesUnderstanding of Internet and Server Administration Fundamentals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportScripting with BashScripting with PowerShellScripting with PythonScripting with JavaScriptDatabase TechnologiesOperating System Deployment MethodologiesVirtualizationContainersPaaS/Infrastructure as Code
Soft Skills
Excellent Problem-Solving SkillsStrong Writing SkillsCustomer Service EtiquetteAbility to Work Well with CoworkersKindness and Patience with Customers
Tools & Technologies
CrashPlan ProductsRemote Secure Access TechnologiesAPIsLinux ServersAWS
Industry Keywords
Customer Support CenterService Level AgreementsCross-Departmental ProjectsOn-Call RotationSecurity Software
Tech Stack
Tools & technologiesAWSJavaScriptLinuxPythonTCP/IP
About the role
Key responsibilities & impact- Provide technical support for eCommerce and enterprise-level customers
- Manage chats, emails, and video calls in a customer support center environment
- Take ownership of reported customer issues through resolution
- Facilitate customer communication, education, and retention
- Collaborate with the team on issues and solutions
- Analyze log and system files related to CrashPlan products
- Recreate, track, and verify software defects reported by customers or under lab conditions
- Use remote secure access technologies to diagnose and resolve customer issues
- Review manuals, release notes, and patch documentation for issue resolution
- Stay current on CrashPlan products, processes, and integrated third-party applications
- Meet service level agreements and document all issues properly
- Develop personal professional skills and those of junior colleagues
- Participate in cross-departmental projects as assigned
- Participate in a scheduled on-call rotation for critical Sev1 customer issues
- Perform other duties as assigned
Requirements
What you’ll need- 4+ years of relevant work experience, or combination of education and relevant work experience
- Ability to make decisions independently and consult team leaders as needed
- Fluency in Windows, Mac and Linux operating systems
- Understanding of Internet and server administration fundamentals, including SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
- Strong scripting experience with Bash, PowerShell, Python, or JavaScript
- Strong knowledge of database technologies
- Strong knowledge of operating system and application deployment methodologies, including virtualization, containers, and PaaS/Infrastructure as Code
- Ability to communicate with high technical knowledge and efficiency
- Excellent problem-solving skills
- Ability to work well with coworkers and be kind and patient with customers
- Strong writing skills and good customer service etiquette
- Record of consistently offering superior customer service
- Preferred: passion for learning
- Preferred: experience utilizing APIs
- Preferred: strong command-line Linux skills and experience setting up and running Linux servers
- Preferred: knowledge of security software or previous experience at a security organization
- Preferred: knowledge of varied environments such as AWS or virtualization
Benefits
Comp & perks- Annual bonus based on individual and company performance
- Full range of benefits
- Equal opportunity workplace committed to diversity and inclusion