Better work begins at ShareFile

ShareFile is a place where you can stretch, grow, and make an impact every day. We move fast here, thrive in gray zones, and are committed to putting the customer first. We value the whole you – your ideas, your inspirations, your aspirations, your initiatives, and your leadership - that gives us the space to explore and the feedback to help us grow. And the best part? We do it all as a team. At ShareFile, we thrive as one. We always take care of each other because we succeed when we all succeed.

We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. With more than 90,000 customers and 3 million licensed users worldwide, ShareFile empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.

Grow at ShareFile

So how can you contribute as part of the ShareFile team? We are searching for someone who can help us make a little magic for our customers and their clients every day. We want someone who will focus on in-depth problem analysis of the company's product and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues. In the Senior Technical Support Engineer role, your goal is to deliver industry-leading technical support to customers via chat, email, and/or phone that results in high customer satisfaction and well-documented resolutions. This includes: 

Role Overview:

Now, let’s get to the details. 

• This role is on the front line for customer support requests to assist with product-related queries in a fast-paced environment.

• Gain a better understanding of the customer's environment/problem/request, including research to determine the root cause of the issue, if applicable.

• Provide best practices and instruction on the use and implementation of features; determining the customer's configuration opportunities and needs.

• Answer product questions to provide basic to intermediate technical support.

• Performance is primarily measured through Customer Feedback, Knowledge Center System usage, as well as measurements around Schedule Adherence and other Key Performance Indicators.

• Case Documentation: Record accurate details of interactions via Case Comments, Case Status, Follow-Up Dates, Description, Internal Notes, etc. into our Customer Relationship Management System.

• Knowledge Center System [Contributor] - Works closely with contributors, validators, and auditors. You will be responsible for searching and reusing existing information when available or will create new knowledge articles in the event that no information exists. You will attach content from multiple sources to your cases as a resolution while ensuring the information referenced in the case is accurate and up to date.

 Basic Qualifications:

• Bachelor's Degree or equivalent experience preferred.

• 4 + years in a support role within the service industry.

• Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.

• Deep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.

• Knowledge of Single Sign On (SSO) and server administration skills.

Preferred Qualifications: 

• Great verbal and written communication skills.

• Excellent skills to listen, assess, determine, and communicate corrective measures.

• English-speaking proficiency is required, bilingual skills a plus.

• Customer focused – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!

• Ability to de-escalate customers in challenging circumstances.

• Expertise in a data-driven / metrics-oriented environment.

• Works to achieve operational targets with significant impact on departmental results.

• Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.

• Strong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.

• Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.

• Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).

• Basic SQL Knowledge with the ability to use already created queries to gather data from a database.

• Knowledge in JavaScript, Python, and PHP, API calls.

• Ability to analyze logs and Conditional Calculations.

• Ability to create and use API calls using Postman and/or other tools.

• Strong knowledge of troubleshooting web application issues

• Strong knowledge about Security Certificates

• Has a keen interest in Software-as-a-Service (SaaS).

• Has a Growth Mindset and is willing to help and mentor colleagues

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please contact us at (800) 424-8749 or email us at [email protected] for assistance.