Senior Technical Support Engineer
About Peer SoftwarePeer Software develops enterprise file management, replication, synchronization, collaboration, and disaster recovery solutions used by organizations around the world. We help organizations keep data synchronized, available, and protected across on-premises, cloud, and hybrid storage environments.As a Senior Support Engineer, you'll work directly with enterprise customers to solve complex technical challenges while partnering with Engineering and Product Management to continuously improve our products.What You'll DoDeliver exceptional technical support to enterprise customers through Jira, phone, and live customer troubleshooting sessions.Install, configure, upgrade, maintain, and validate Peer Software solutions in customer and internal lab environments.Support enterprise file management, replication, synchronization, collaboration, and disaster recovery solutions.Troubleshoot Peer Software deployments by analyzing product logs, Windows operating system logs, NAS events and logs, application behavior, and customer environments to identify root cause and resolve issues.Correlate information from Peer Software logs, Windows Event Viewer, NAS platforms, network diagnostics, and other diagnostic tools to diagnose complex customer issues.Lead customer troubleshooting sessions to diagnose and resolve complex technical issues.Perform root cause analysis and provide recommendations to help prevent issue recurrence.Reproduce complex customer environments to validate issues and test solutions.Deploy, configure, and maintain VMware ESXi-based lab environments, including PeerGFS components and supported NAS simulators.Collaborate with Engineering and Product Management to investigate software defects, performance issues, and product enhancements.Develop and maintain knowledge base articles, troubleshooting guides, and technical documentation.Provide product coaching and technical guidance to customers and internal teams.What You'll BringRequired10+ years of experience supporting enterprise software or infrastructure solutions.Exceptional customer service and interpersonal skills with the ability to build trust and confidence with enterprise customers.Excellent verbal and written communication skills, including the ability to explain complex technical concepts to both technical and non-technical audiences.Strong troubleshooting, analytical, and root cause analysis skills.Demonstrated ability to remain calm, professional, and solution-focused during high-severity customer situations.Self-motivated with the ability to work independently in a remote environment while collaborating effectively with cross-functional teams.Experience supporting Windows Server and Active Directory environments.Working knowledge of SMB/CIFS, NFS, and networking fundamentals.Experience installing, configuring, upgrading, and troubleshooting enterprise software.Experience deploying and maintaining VMware ESXi or similar virtualization platforms.Experience with ticketing systems such as Jira or similar platforms.Experience with data migration, data replication, file synchronization, and disaster recovery concepts.Commitment to continuous learning and staying current with industry trends and technologies.PreferredExperience supporting enterprise storage platforms such as NetApp, Dell PowerScale, Dell Unity, Nutanix Files, Windows File Server, or similar technologies.Familiarity with AWS or Azure cloud technologies.Linux/Unix experience.Understanding of NTFS permissions, Unix/Linux file permissions, and access control concepts.Basic understanding of the ITIL framework.Work ScheduleThis is a remote position within the United States.Candidates must be available to work a regular schedule that provides customer support coverage through 8:00 PM Eastern Time (5:00 PM Pacific Time).Occasional schedule adjustments may be required to support customer projects, planned maintenance windows, or other business needs.Participation in a rotating on-call schedule, including evenings, weekends, and holidays, is a required responsibility of this position.Availability to respond to critical customer incidents outside of normal business hours, when assigned to the on-call rotation, is required.Why Join Peer Software?Work directly with enterprise customers and help solve complex technical challenges.Collaborate closely with Engineering and Product Management to improve Peer Software products.Expand your experience across enterprise storage, Windows infrastructure, virtualization, networking, and hybrid cloud technologies.Work in a collaborative environment that values technical excellence, continuous learning, and outstanding customer service.Make a meaningful impact by helping customers keep their critical data available, protected, and synchronized.