Escalation Engineer

CrashPlan® provides peace of mind through easy-to-use, automatic endpoint data backup. We help organizations recover from any worst-case scenario, whether it is a disaster, simple human error, a stolen laptop, ransomware or an as-of-yet undiscovered calamity. We continue to innovate as the landscape of work evolves, which makes CrashPlan foundational to organizations’ data security. What starts as endpoint backup and recovery becomes a solution for ransomware recovery, breaches, migrations, and legal holds. Our data-protection solution is a product of Code42, an industry leader protecting the critical data of more than 50,000 world-class organizations, including the largest global brands. 

You belong at Code42 if you crave being a part of a transparent and team-first culture, you want to drive innovation, and security is always top of mind. We look for authentic people who are inquisitive, enjoy solving complex problems, and provide diverse insights to help us think differently and thrive together. 

Head to crashplan.com to read customer testimonials and learn more about why our product is essential for security teams. 

Don’t wait. #BeCode42

THE ROLE:

You will tackle complex technical issues and customer service situations that don't have a clear precedent. You will be a source of knowledge and direction for the team, willing to document and teach their existing knowledge and new discoveries to the members of their team and the rest of Code42.

WHAT YOU’LL BE DOING:

Technical Leadership

• Troubleshooting complicated customer issues, both independently and with teammates.
• Handling escalated customer issues and partnering cross-functionally with other Code42 departments (eg R&D, PS, CSM) to see customer issues through to resolution
• Staying current with changes in Code42 products and processes in order to keep the Code42 support team informed.

Team Leadership

• Mentoring and guiding teammates with an appropriate level of coaching.
• Crafting, proposing, and implementing process improvements and changes. Ensuring process consistency across team.
• Owning projects in partnership with support leadership.
• Managing problem cases and communicate relevant updates to the team as they become available. 
• Balancing workloads/triaging cases across team. Ensuring SLAs are met with quality.
• Valuing personal and professional development and its positive impact on the team.

WHAT YOU BRING:

• Ideally you hold a Bachelor's degree and 1-3 years of technical support, software development, and system administration experience, or equivalent combined experience.
• Broad technical experience and context. 
• Understanding of the technical fundamentals of the Internet, scripting and server administration, eg: API architecture, Bash, Python, SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
• Fluent in the following: Windows, Mac and Linux operating systems.
• Knowledge of technologies that drive the Code42 platform, eg: Java, SSL certs, SSO, LDAP, etc. 
• You have setup and run your own Linux servers before.
• Craft basic database queries. 
• Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment, if not currently employed by Code42. 

WHY #BECODE42:

A first-class onboarding experience which includes professional development and personal development all while learning and living our Code42 values. We provide comprehensive benefits that include health, dental, vision, wellness, 401k, parental leave, pet insurance, generous paid time off and volunteer opportunities. At Code42 everyone is an owner. We participate in commission or bonus plans and all employees receive stock options. We win together.