Slide Technical Support Engineer providing expert-level support for Slide's BCDR product suite during overnight Eastern Time hours. Responsible for troubleshooting complex issues, performing advanced data restores, and mentoring junior team members.
Responsibilities
Deliver expert-level technical support for Slide'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.
Qualification
Expert knowledge of BCDR technologiesExcellent analyticalCertifications such as MCSE
Required
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
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.
