Slide is a forward-thinking Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers (MSPs). Founded by renowned leaders in the industry, Austin McChord and Michael Fass, Slide offers a cutting-edge platform with a clean-room codebase free of legacy technical debt. Designed with a focus on security, speed, and simplicity, the platform brings modern solutions without cumbersome pricing models or contracts. Based in Norwalk, Connecticut, Slide is supported by prominent investors, including Base10 Partners, Outsiders Fund, and Top Down Ventures.
Position Description
We are seeking a Senior Technical Support Engineer with deep expertise in BCDR solutions to support Slide’s MSP partners in resolving complex technical challenges. In this role, you’ll serve as a subject matter expert for Slide’s BCDR products, driving technical excellence, and ensuring a world-class partner experience.
Key Responsibilities
- Deliver expert-level technical support for Slide’s BCDR product suite.
- Lead troubleshooting efforts for complex issues related to data backup, recovery, virtualization, storage, and networking.
- 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-level internal and partner-facing documentation, runbooks, and KB articles.
- Participate in root cause analysis (RCA) processes and lead incident response for critical support cases.
- Mentor and coach junior team members and assist with onboarding of new hires.
- Identify recurring issues and contribute to supportability improvements and automation initiatives.
Required Qualifications
- Ability to work independently in high‑pressure customer situations
- 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 (KVM/libvirt, VMware ESXi, Microsoft Hyper‑V).
- Strong knowledge of networking protocols (TCP/IP, VPN, DNS, DHCP, NAT) and storage technologies (ZFS, RAID, iSCSI, SMB).
- Familiarity with scripting and automation (PowerShell, Bash, or Python).
- Excellent analytical, diagnostic, and troubleshooting skills.
- Proven ability to manage high‑priority incidents and communicate effectively under pressure.
Preferred Qualifications
- Experience supporting MSP BCDR appliances and services.
- Previous experience in an MSP environment or working directly with MSP clients.
- Certifications such as MCSE, VCP, Network+.
- Exposure to ZFS file systems and Linux‑based storage appliances.
Why Join Us
- Competitive compensation.
- Industry‑leading benefits including health, dental, vision, and Pension
- Generous PTO.
- Access to the latest technologies and a global network of IT professionals.
- A collaborative culture that values technical growth, mentorship, and customer service.
#J-18808-Ljbffr…