Technical Support Engineer

Description

This position works Sunday through Thursday, 4:00–11:00 PM HST (3:00–10:00 PM during Daylight Saving Time), providing overnight coverage for our partners on Eastern Time. The full shift schedule will be determined based on business needs and may include additional hours before or after this window.

About the company

Based in Westport, Connecticut, the company is a modern, security-first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers (MSPs). Founded by Austin McChord (Datto Founder & former CEO) and Michael Fass (former Datto General Counsel & Chief People Officer), the company is led by a team of industry veterans with deep expertise in backup, disaster recovery, and cybersecurity. Built from scratch with a clean-room codebase and free from legacy technical debt, the company delivers a high-performance, easy-to-use platform designed for the future of MSPs. The company combines security, speed, simplicity, and support - without outdated pricing models or restrictive contracts.

Position Summary

We are seeking a Technical Support Engineer with deep expertise in BCDR solutions to support the company's MSP partners in resolving complex technical challenges. In this role, you'll serve as a subject matter expert for the company's BCDR products, driving technical excellence and ensuring a world-class partner experience.

This role works evening hours Hawaii time, covering overnight Eastern Time, so this position will be expected to work independently for the majority of their time.

Responsibilities

• Deliver expert-level technical support for the company's BCDR product suite.
• Lead troubleshooting efforts for complex issues related to data backup, recovery, virtualization, storage, and networking.
• Perform advanced data restores, virtualization of backups, and cloud failovers.
• Serve as an escalation point for Tier 1 and Tier 2 support engineers.
• Collaborate with engineering and product teams to communicate partner feedback and drive continuous improvement.
• Author and maintain advanced-level internal and partner-facing documentation, runbooks, and KB articles.
• Participate in root cause analysis (RCA) processes and lead incident response for critical support cases.
• Mentor and coach junior team members and assist with onboarding of new hires.
• Identify recurring issues and contribute to supportability improvements and automation initiatives.
• Required Qualifications
• 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, with a strong focus on backup and disaster recovery.
• Expert knowledge of BCDR technologies, including image-based backups, cloud failover, and recovery testing.
• Deep experience with Windows Server (2012+), Ubuntu Linux, and virtualization technologies (KVM/libvirt, VMware ESXi, Microsoft Hyper-V).
• Strong knowledge of networking protocols (TCP/IP, VPN, DNS, DHCP, NAT) and storage technologies (ZFS, RAID, iSCSI, SMB).
• Familiarity with scripting and automation (PowerShell, Bash, or Python).
• Excellent analytical, diagnostic, and troubleshooting skills.
• Ability to work independently in high-pressure customer situations.
• Proven ability to manage high-priority incidents and communicate effectively under pressure.
• Preferred Qualifications
• Experience supporting MSP BCDR appliances and services.
• Previous experience in an MSP environment or working directly with MSP clients.
• Certifications such as MCSE, VCP, or Network+.
• Exposure to ZFS file systems and Linux-based storage appliances.

Benefits

• Comprehensive health, dental, and vision coverage.
• Paid Time Off: Generous paid time off and holiday schedule.
• Retirement Plan: 401(k)
• Professional Development: Opportunities for training and professional growth.
• The opportunity to do your life's work in a dynamic and creative environment with likeminded individuals.