Technical Support Engineer, L2
LucidLink · Remote · US Remote ·
COMPENSATION
$72k – $90k
Listed on the employer's job board (Ashby)
- Fully remote (US)
- L2 Technical Support
- US daytime hours
- Cloud storage focus
- AI fluency required
As a Level 2 Technical Support Engineer at LucidLink, you will serve as the primary contact for customers facing technical challenges with our high-performance cloud storage solution. You will triage inbound requests, resolve cases through detailed debugging, and collaborate with internal teams to improve support processes and product quality.
What you'll do
- Respond promptly to customer inquiries across email, chat, and phone channels
- Resolve technical cases by tracking progress and providing necessary follow-up
- Collaborate with internal teams to maintain high-quality support standards
- Master product details to answer diverse customer questions accurately
- Analyze customer usage patterns and provide feedback to business and development teams
What you'll need
- At least two years of experience in technical support or similar roles
- Fluent written and spoken English communication skills
- Experience supporting desktop applications on macOS, Windows, and Linux
- Ability to reproduce client issues and lead live debug sessions
- Proficiency in collecting debug data such as logs and memory dumps
- Solid understanding of TCP/IP networking protocols
Nice to have
- Knowledge of cloud environments like AWS, networking, and storage systems
- Experience setting up multi-host virtualization environments for testing
- Ability to read and comprehend source code
- Skill in using scripting languages to automate repetitive tasks
Stack
- macOS
- Windows
- Linux
- AWS
- TCP/IP
How you'll work
- Core working hours are 9:00 AM to 6:00 PM local time with a one-hour break
- Ideal candidates are in Pacific or Mountain time zones
- Open to applicants located anywhere within the United States
- Remote position with a distributed team structure
What you get
- Flexible paid time off policy
- Competitive salary package
- Stock options available
- Full health coverage provided
- Opportunity to work with Emmy Award-winning technology
Hiring process
- Interview process includes assessment of AI tool usage and ethics
- Evaluation of responsible AI application in professional workflows