United States onlyWhat We Stand For
Letâs face it: in most companies, Customer Support is broken.Underpaid, under-respected, and treated like a cost center. Customers wait hoursâsometimes daysâfor a real answer, often from someone who canât actually fix the problem. Bugs linger across quarters. Feedback vanishes into a black hole.Not here.At Files.com, Customer Support is a first-class technical functionâa high-caliber team empowered to make our 4,000+ enterprise customers successful. We treat support as a growth engine: a sharp feedback loop into engineering, product, and leadership. That means when customers hit a snag, youâre not just checking boxesâyouâre making the product better.Our Support Engineers are embedded in the product lifecycle. They flag patterns, squash bugs, ship fixes, and influence roadmap priorities. And they do it without burning out, battling bureaucracy, or begging for resources.Who We Are
Weâre Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Target, Canonical, UPS, GoPro, Marriott, and more.Weâre not a chaotic startup. Weâre not a bloated big tech org.Weâve built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own their outcomes.Backed by $46.5M from Riverwood Capital, weâre scaling with intention, and this role is core to that strategy.What Makes This Role Different
Technical depth and daily challenge: Youâll solve nuanced technical puzzles every weekâAPI integrations, network misconfigurations, edge-case SFTP workflows, and more. If you like variety and real intellectual engagement, youâll never be bored here.Support with leverage: Youâre backed by an engineering team that tackles bugs in days (not quarters) and a leadership team that listens and acts. We donât stack up âknown issuesââwe fix them.Career mobility: Support at Files.com isnât a stepping stoneâitâs a launchpad. Our Support Engineers grow into roles in Management, Customer Success, Product, Sales, and even Finance. We invest in you and move fast to unlock your next chapter.Tight-knit, high-performance culture: Weâve built a $35M+ revenue business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Weâre backed by $46.5M from Riverwood Capital and scaling with disciplineânot chaos.What Youâll Do
- Serve as the front line of technical engagement, supporting customers via phone, email, and Zoom.
- Troubleshoot and resolve complex issues across networking, API usage, remote integrations, identity management, and file automation.
- Rapidly identify and escalate bugsâworking side-by-side with Engineering to get fixes shipped.
- Synthesize customer feedback into actionable insights for Product and R&D.
- Communicate with clarity, empathy, and efficiencyâinternally and externally.
- Take full ownership of the customer experience, ensuring issues are resolved and learnings are shared.
This Role Is Not for You If...
Letâs be blunt. If any of these sound like you, youâll struggle here:- You avoid phone calls and try to solve everything over email
- You see technical problems in a vacuum without acknowledging the people they affect
- You wait for direction instead of taking ownership
- You get overwhelmed in fast-moving environments
- You donât like feedbackâor you get defensive when you hear it
- That doesnât mean youâre not talented. It just means this isnât your team
Where This Role Can Take You (Growth Path)
We donât let talent stagnate.Whether you want to grow deep in Support or pivot to a different function, weâll give you the tools and mentorship to thrive.Past real-life growth paths:- Support â Customer Engagement Manager â coach, mentor, and scale team impact
- Support â Controller â optimize internal processes and financial ops
- Support â Sales â bring your customer insight to core business growth
CA and US only
