LeapFILE is the leading provider of on-demand secure file transfer solutions. We are a profitable, growing company with an entrepreneurial culture. It is a place with rich opportunities to work with passionate people, create new technology, get noticed, get equity, and make a career.

We are introducing a new service called Oxygen. It is a completely new way to decomplicate file sharing for corporate users. Instead of going to centralized web portals to access and share files, Oxygen gives users the ability to share folders, access files, and make updates directly from their desktop. Every user sees the same folders & files on their desktop for transparent collaboration from everywhere. Oxygen will be an innovative virtual file system and solutions platform. It will fundamentally change the way businesses manage and share information.

We are not looking for just another technical support engineer. The Customer Success Team is a very integral part of our business. We believe in serving our customers the right way. We want to take care of our customers and ensure their success in using LeapFILE. This technical support engineer plays a very important role in ensuring that success. This person must not only have the technical knowledge but also the technical substance to proactively communicate & relate to our customers.

This highly technical individual will be involved in both supporting the current secure file transfer solution & the new Oxygen product. He/she will be on the frontline working on cutting edge technology and interfacing directly with our user base and clients. The tech support engineer will deploy the service effectively through-out the customer organization and will solve critical & highly technical issues for the users & IT administrators. He/she can anticipate potential customer problems and proactively resolve the issues. This person will be embedded in the user community, communicating with our users via social media forms & tools, ex. blogs, twitters, community forum etc.

Pls send us your resume and tell us what you do best. Please also tell us your goals and how they might align with LeapFILE. Feel free to include: 1) best & worst customer support stories, 2) writing samples such as knowledge base articles & training guides, 3) technology or products you like and why

-Requirement-
1. Min. BS or BA, computer science or technical degree preferred
2. Min. 2-5 years of tech support experience with customers of enterprise IT or SaaS product
3. Remote customer technical trouble-shooting experience via WebEx, phone, email, chat etc.
4. Knowledge of enterprise desktop software and/or email messaging systems, ex. Outlook Exchange
5. Knowledge of VMware & LDAP/AD integration
6. Experience in social media tools, ex. blogging, tweeting, communicating in user forums
7. Professional technical writing experience is a plus, has written technical documentations & guides and knowledge base articles