ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
We’re looking for a talented Technical Support Engineer to join our team in Mountain View. If you’re passionate about solving complex technical problems, engaging with customers, and working with cutting-edge SaaS and hybrid environments, this role is for you.

YOUR QUALIFICATIONS:

• 3+ years of customer-facing technical support experience, preferably in a SaaS or enterprise environment
• Proven experience troubleshooting desktop applications, network issues, and environmental issues
• Knowledge of networking fundamentals (TCP/IP, DNS, VPN, proxy configuration)
• Experience troubleshooting and administering Windows 10/11, macOS, or Linux distribution
• Hands-on experience with Windows Server administration (AD, Group Policy, file share permissions)
• Familiarity with log analysis, APIs, and scripting (PowerShell or Bash preferred)
• Comfortable working with ticketing systems, call center tools, and knowledge base platforms Strong written and verbal communication skills to explain complex technical concepts clearly
• Bonus Points For:
• Experience with virtualization platforms (VMware ESX, Hyper-V)
• Understanding of cloud storage systems and hybrid deployments
• Exposure to APIs and basic scripting to assist with automation or troubleshooting

• Provide world-class technical support for Egnyte customers and partners via email, phone, and Zoom
• Troubleshoot desktop application issues across Windows, macOS, and Linux, including installation, configuration, and performance tuning
• Diagnose and resolve backend and server-side issues involving Windows Server environment, VDI, SMB/CIFS shares, Active Directory integration, and permission management
• Guide customers through complex deployments, including cloud-to-on-prem integrations and hybrid infrastructure setups
• Investigate log files, analyze network traces, and provide root-cause analysis for escalated issues
• Collaborate closely with Product Management and Engineering to reproduce bugs and influence product improvements
• Participate in QA testing for new features and provide feedback to improve usability and reliability
• Create and maintain technical documentation: FAQs, step-by-step guides, troubleshooting articles
• Hybrid role: 3 days per week in our Mountain View office