About the Role
We are hiring an experienced Level 2 Technical Specialist for the company's cloud backup and recovery service. The role is roughly half technical support and data recovery, and half customer-facing work: running free trials, quoting new customers, growing existing accounts and supporting MSP partners. Customers and partners come to you when an issue is more than a routine ticket, and you turn trials into paying customers.
Key Responsibilities:
Technical Support & Troubleshooting
- Take escalations from Level 1 support and work through complex backup issues with customers, their IT contacts and their software vendors.
- Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.
- Fix failed and missed backups (file and image) by finding the root cause, not just re-running jobs.
Data Recovery
- Restore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely.
- Restore databases and Microsoft 365 (OneDrive / SharePoint) data, with help from a senior specialist on the hardest cases.
- Join the after-hours emergency restore rotation (paged; callback within one hour).
Service Quality
- Update every ticket in the PSA (HaloPSA) the same day, and document fixes so Level 1 can handle them next time.
- Flag recurring problems and suggest process or product improvements.
Trials & New Customers
- Run the 30-day free trial: set it up, check in during the trial, and use it to confirm how much data the customer needs to protect.
- Quote the service using a package-pricing calculator, and collect payment details through secure payment tools.
- Hand every won customer to billing with a complete, accurate quote and the referring partner's ID.
Existing Customers
- Handle storage upgrades and downgrades, extra devices, and image backup and endpoint protection add-ons.
- Work the over-quota report: contact customers whose data has outgrown their plan and move them to the right package.
- Handle cancellation requests through the offboarding process, and try to save the account where it makes sense.
MSP Partners
- Be the first point of contact for MSP partners on trials, quotes, pricing and technical questions.
- Take new partners through onboarding: information, a demo and their first trial.
Reporting
- Send a weekly report on trials, conversions, partner activity and account changes.
Working Guidelines
- Take customer payment details only through secure payment tools, never by email, chat or notes.
- Keep customer data, credentials and encryption keys strictly confidential.
Requirements
- 3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor, supporting US small businesses.
- Hands-on backup and recovery experience: file and image backup, bare-metal and VM restores. SQL and Microsoft 365 backup experience is a plus.
- Strong Windows and Windows Server administration and remote-support skills.
- Comfortable on the phone with customers and confident quoting and recommending services. This is not a pure back-office technician role.
- Experience with a PSA or ticketing system (HaloPSA, ConnectWise, Autotask or similar).
- Excellent spoken and written English.
- Your own laptop, headset, reliable internet connection and a quiet place to work.
