Technical Support Engineer

Slide

23h • $80,000 - $100,000

About The Position

Slide is seeking a Technical Support Engineer with deep expertise in business continuity and disaster recovery (BCDR) to support its managed service provider (MSP) partners in resolving complex technical challenges. The role serves as a subject matter expert for Slide’s BCDR products and is responsible for technical excellence and a high-quality partner experience.

The position provides evening coverage in Hawaii time for partners in Eastern Time and is expected to work independently for most of the shift. The stated schedule is Sunday through Thursday, 4:00–11:00 PM HST (3:00–10:00 PM during Daylight Saving Time). The full shift schedule may be determined based on business needs and may include additional hours before or after this window.

Slide is a security-first BCDR company built exclusively for MSPs. Based in Westport, Connecticut, the company delivers a platform designed for backup, disaster recovery, and cybersecurity.

Requirements

• At least 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 including KVM/libvirt, VMware ESXi, and Microsoft Hyper-V.
• Strong knowledge of networking protocols including TCP/IP, VPN, DNS, DHCP, and NAT, and storage technologies including ZFS, RAID, iSCSI, and SMB.
• Familiarity with scripting and automation using 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.

Nice To Haves

• 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.

Responsibilities

• Deliver expert-level technical support for Slide’s BCDR product suite.
• Lead troubleshooting for complex data backup, recovery, virtualization, storage, and networking issues.
• 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 internal and partner-facing documentation, runbooks, and knowledge base articles.
• Participate in root cause analysis processes and lead incident response for critical support cases.
• Mentor and coach junior team members and assist with onboarding new hires.
• Identify recurring issues and contribute to supportability improvements and automation initiatives.

Benefits

• Comprehensive health, dental, and vision coverage.
• Generous paid time off and holiday schedule.
• 401(k) retirement plan.
• Training and professional growth opportunities.
• Opportunity to do meaningful work in a dynamic and creative environment with like-minded individuals.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed