Technical Support Engineer, UK

LucidLink is a fast-growing startup on a mission to make data instantly and securely accessible from everywhere. As remote and hybrid work has become the new normal, our cloud-based technology enables teams to instantly access files and collaborate from anywhere in a familiar format that works like a local hard drive. LucidLink's solution is designed for workflows involving huge files, massive data sets and real-time collaboration. Our customers include the world's most creative companies like Paramount, Warner Brothers, Epic Games, Spotify, A+E and Netflix.

Reasons to join LucidLink:

• Tackle big challenges: You'll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally.
• Values-led culture: Our values guide every decision and interaction, empowering you to grow personally and professionally.
• Hypergrowth journey: Joining a company with triple-digit growth rates means unparalleled opportunities for advancement and learning.
• Immediate impact: Your work will matter immediately, contributing to our collective success.
• Comprehensive benefits: We believe in investing in our people with unlimited PTO, competitive salary, stock options, and full health coverage.

The Job:

Joining LucidLink as a Technical Support Engineer you will be responsible for ensuring that all in-bound support requests are promptly answered, triaged, and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat, and outgoing video calls. You will be troubleshooting customer issues related to our cloud networking product and answering technical inquiries about the product.

Working time for the role: 11 am - 8 pm local time, with 1 hour lunch break.

Key Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Collaborating with team members and customers during US business hours.
• Responding promptly to customer inquiries.
• Resolving cases, tracking the progress, and providing required follow-up.
• Expanding our Knowledge Base.
• Working with other teams to ensure a consistent and high-quality level of support.
• Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
• Analyzing how customers are using our services and making recommendations based on customer needs.

Your skills and qualifications must-haves:

• At least 2 years of experience as a Technical Support or a similar position.
• Great communication skills, fluent in English both written and spoken.
• Experience in supporting products in desktop application environments (macOS, Windows, Linux).
• Experience in reproducing clients' issues, and leading debug sessions in live calls with customers.
• Effectively collecting debug information to ease problem-solving.
• Knowing TCP/IP.
• Experience in writing internal and public-facing documentation articles.

Your skills and qualifications good to haves:

• Knowledge in cloud environments (e.g. AWS), networking, and storage.
• Experience in setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.
• Ability to read and comprehend source code.
• Ability to use scripting languages to automate and speed up tasks.

The salary range provided for this position is an estimated guideline from a salary database. Total compensation for this position may also include equity, variable pay, and employee benefits.