• Provide technical support to Egnyte's clients and partners • Provide support via e-mail, phone and Zoom • Work effectively and professionally with users who span from IT, business users, partners and executives • Provide a workable solution that addresses client issue based on their use case • Master Egnyte's product capabilities and serve as the subject matter expert within the support organization • Work with Product Management, Engineering and Sales to effectively take issues to resolution • Participate in testing of new and updated products and provide feedback • Write technical documents such as service and product FAQ's, guides, and manuals

Role Description The Desktop Support Analyst plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness. - Complete software installs, upgrades, and adhoc project activity. - Setup and support desktop/laptop/tablets/printers. - Monitor Helpdesk system for inbound issues. - Handle immediate need activities such as video conferencing setups, loan pool, software licenses and VIP support. - Provide Remote support to off site users. - Ensure all issues are logged and documented in the Helpdesk system. - Quickly and professionally assess issues, and take steps to resolve. - Escalate and refer unresolved issues to other team members when appropriate. - Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions. Qualifications - Excellent oral and written skills. - Working knowledge of Microsoft office products. - Interest in working within an IT organization. - Able to coordinate multiple tasks successfully. - Experience with Windows and Mac support. Requirements - Experience in a customer support, help desk, or application support position. - Experience developing and following I.T. procedures and/or work instructions. Education and Relevant Work Experience - A BS/BA degree in an information technology field or equivalent experience in a related field. Benefits - Medical Insurance - Dental Insurance - Vision Insurance - HSA/FSA Accounts - Life & Disability Insurance - Critical Illness & Accident Insurance - ESOP - 401(k) Plan - Paid Time Off & Holidays

Build & Release Support Engineer – CI/CD While this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team. Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific) About Virtasant Virtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world’s largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers. For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving. About Virtasant Freedom to Grow. Power to Deliver. At Virtasant, talented people do their best work in an environment built on trust, autonomy, and continuous learning. With team members in 130+ countries, we are a remote-first, proudly diverse organization focused on meaningful work and real impact. Role Overview The Build & Release Support Engineer provides high-impact technical support for the customer’s build, release, and CI/CD systems, which every developer depends on to ship software. This role is deeply developer-facing and centers on build pipelines, software supply chain workflows, and release tooling. You will help engineers resolve blockers across tools like Maven, Java build systems, Docker, Spinnaker, Artifactory, and Jenkins. Success depends on strong troubleshooting skills, clear communication, and the ability to manage multiple threads and tickets in parallel. You will be the front line, ensuring developers can deliver reliably, safely, and at high velocity. Business Outcome Become a deep expert in the customer’s build and release ecosystem and deliver fast, accurate support across Slack and tickets. Your work will maintain high developer velocity and minimize disruption across global engineering teams. Success Measures - Healthy volume of threads and tickets handled with high-quality outcomes - Consistent achievement of time-based SLAs - High customer satisfaction through surveys - Accurate classification of issue type, severity, and patterns What Will Be True When You Succeed - Developers ship faster with fewer build and release blockers - CI/CD and software supply chain tooling become more reliable and more usable - Escalations decrease due to strong frontline troubleshooting Core Work Units 1. Frontline Support for Build & Release Systems - Manage Slack threads and tickets (roughly 50/50) - Triage build failures, broken pipelines, dependency issues, and configuration errors - Provide fast, accurate context before escalating - Handle multiple interactions in parallel without losing track 2. Deep-Dive Troubleshooting & Incident Support - Diagnose complex build, packaging, or artifact problems independently - Investigate issues involving Maven builds, Java compilation, Docker images, Artifactory repos, Jenkins jobs, and Spinnaker pipelines - Provide structured guidance throughout incidents 3. Escalation Management - Complete a thorough analysis before escalating - Gather all required details upfront to reduce back-and-forth - Produce clean, high-quality escalation tickets that downstream teams can act on immediately 4. Documentation & Knowledge Development - Maintain and refine FAQs and internal documentation - Create problem–solution one-pagers for recurring issues - Document newly solved problems instinctively and thoroughly High-Quality Work — what top performance looks like Frontline Support - Quickly identifies whether the issue is build-related, config-related, or infra-related - Moves smoothly from triage to deeper analysis - Juggles multiple developer inquiries without missing follow-ups Deep-Dive & Incident Support - Resolves complex pipeline or build issues without escalation - Coordinates multi-user incidents involving large build failures - Communicates clearly during investigation, root-cause analysis, and resolution Escalations - Only escalates after a thorough investigation - Provides complete logs, reproduction steps, build metadata, and context - Saves downstream engineers time with clean, accurate handoffs Documentation - Documentation is so clear that users avoid opening tickets - Proactively updates and refines materials for clarity and accuracy - Quickly turns real-world issues into reusable knowledge Typical Day / Work Patterns - ~50% Slack support, ~50% ticket handling - Documentation and PRs during low ticket volume periods - Weekly team meeting to review escalated tickets - High rate of context switching and parallel issue management Required Skills & Experience Non-Negotiable Skills - Git proficiency - CI/CD tooling expertise (Jenkins, GitHub Actions, GitLab CI, etc.) - Build & Release engineering fundamentals - Maven and Java build tooling - Understanding of software supply chain lifecycle - Comfort supporting Artifact repositories (Artifactory, Nexus, etc.) - Experience with Spinnaker or similar deployment orchestration - Strong troubleshooting ability - Clear written and spoken communication - SDLC understanding - Unix command-line proficiency - Linux command-line proficiency - Scripting (Python/Bash) - Container knowledge (Docker/Kubernetes) Nice-to-Haves - Monitoring tools (Prometheus/Grafana) - Prior SRE experience Minimum Qualifications - 2–5 years in Build/Release Engineering, DevOps, SRE, or software development - Strong troubleshooting skills - Clear communication skills - Strong linux skills, scripting, Git, and containers - Solid Linux/Unix experience - Experience with build tools (Maven/Gradle), containers, and artifact management systems - Disqualifiers: no CI/CD experience, poor communication What You’ll Love - Constant learning and rapid skill growth - Hands-on technical problem solving - Directly unblocking developers across a global organization What May Be Challenging - High context switching - Repetitive problem patterns - Pressure from supporting high-visibility systems Differentiation: Industry - Remote-first, trust-based culture - Global team across 130+ countries - High autonomy and respect for your time - Exposure across multiple clients and modern systems - Meaningful, impactful technical challenges Differentiation: Internal - Supports the highest-visibility set of services at the customer - More direct developer-facing work than similar Virtasant roles • Deep specialization in CI/CD rather than broad platform coverage

SRE Support Engineer - Observability While this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team. Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific) Freedom to grow. Power to deliver. Virtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world’s largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers. For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving. Role Overview The Observability & Tools Support Engineer provides high-impact technical support for customers of a large technology company’s internal IaaS platform, with a focus on monitoring, alerting, telemetry, and operational tooling. This role spans a wide range of support—from white-glove onboarding and end-to-end customer enablement, to deep technical troubleshooting across Linux, networking, and observability systems (especially Prometheus and AlertManager). You will also contribute to improving the support function itself: strengthening tooling, documentation, workflows, and feedback loops so the service scales. Success depends on excellent troubleshooting, strong written communication, comfort working with highly technical customers, and the maturity to identify patterns and drive operational improvements beyond individual ticket resolution. Business Outcome Become a trusted frontline expert for the customer’s observability ecosystem and operational tooling - delivering fast, accurate support across Slack and tickets, improving monitoring reliability, and reducing incident impact through better triage, troubleshooting, onboarding, and knowledge capture. Success Measures - Healthy volume of threads and tickets handled with high-quality outcomes - Consistent achievement of time-based SLAs - High customer satisfaction through surveys - Accurate classification of issue type, severity, and recurring patterns - Reduced repeat issues through better docs, tooling, and scalable onboarding What Will Be True When You Succeed - Customers can onboard smoothly to monitoring/alerting with minimal friction - Monitoring and alerting issues are resolved quickly, with fewer escalations - Linux and networking-related incidents reach resolution faster due to strong troubleshooting and clean handoffs - Engineering and SRE teams receive clear, actionable feedback based on real customer trends - Knowledge base content prevents tickets and accelerates self-service Core Work Units 1) Frontline Support for Observability & Tooling - Manage Slack threads and tickets (roughly 50/50) - Handle a broad range of customer support: simple issue resolution through end-to-end onboarding - Provide clear, structured guidance to highly technical customers - Maintain strong attention to detail while managing multiple interactions in parallel 2) Deep-Dive Troubleshooting & Incident Support - Troubleshoot, isolate, and resolve monitoring and alerting issues (especially Prometheus + AlertManager) - Troubleshoot complex Linux and networking issues (TCP/IP fundamentals required) - Support OpenTelemetry, tracing, and telemetry pipelines, including investigation of gaps in signals and instrumentation - Drive incidents to resolution in partnership with Engineering/SRE teams 3) Documentation & Knowledge Development - Build and maintain customer-facing and internal knowledge base articles - Create informational posts for the community support platform - Turn repeated issues into reusable guides, checklists, and onboarding playbooks 4) Trend Analysis & Feedback to Engineering - Analyze and categorize customer interaction trends - Provide accurate, meaningful feedback to Engineering and SRE orgs to improve product/tooling - Identify “top offenders” and propose practical fixes (tooling, docs, process, product) 5) Operational Excellence & Continuous Improvement - Participate in post-mortem reviews and drive follow-through on improvements - Contribute meaningfully to team objectives and goals (process, tooling, and service scaling) - Bring creativity and discretion to resolve highly complex issues “outside the box” High-Quality Work - what top performance looks like Frontline Support - Moves smoothly from triage to deeper analysis without losing the customer - Communicates clearly and confidently with technical users - Maintains clean follow-ups and thread hygiene even with high context switching Troubleshooting - Rapidly isolates issues across monitoring/alerting configs, Linux runtime behavior, and network connectivity - Uses structured approaches to incident handling: hypothesis → test → evidence → resolution - Produces high-signal writeups that accelerate downstream resolution Documentation & Enablement - Documentation is clear enough that customers avoid opening tickets - Onboarding flows reduce time-to-value and prevent common misconfigurations - Captures “tribal knowledge” quickly and makes it reusable Operational Excellence - Obsessing over details: correct severity, accurate tagging, clean timelines, strong handoffs - Spots patterns early and proactively proposes improvements that scale support Typical Day / Work Patterns - ~50% Slack support, ~50% ticket handling - Deep-dive investigations during lower ticket volume periods - Documentation writing and lightweight tooling/process improvements when patterns emerge - Weekly team review of escalations, themes, and operational improvements - High rate of context switching and parallel issue management Required Skills & Experience (Non-Negotiable) - Several years supporting highly scalable applications and web services - Hands-on experience with open-source observability and cloud-native tooling, including: - Kubernetes (and container fundamentals) - Prometheus and AlertManager troubleshooting - OpenTelemetry and distributed tracing concepts - Strong understanding of the Linux operating system (command line, process/network debugging, logs) - Good understanding of infrastructure observability principles (signals, alerting strategy, SLO thinking, noise reduction) - Good understanding of the TCP/IP suite and practical networking troubleshooting - Strong experience troubleshooting ambiguous, multi-layer issues - Excellent analytical capability and strong attention to detail - Strong written and verbal communication (clear, structured, customer-friendly) - Comfortable working with a very technical customer base - Passion for Technical Support and a service mindset Nice-to-Haves - Experience improving or supporting internal support tooling or workflows (automation, templates, runbooks) - Experience operating at scale in a services environment (pattern detection, KPI/SLA awareness, operational process maturity) - Familiarity with Grafana, log aggregation, incident tooling, and production support practices - Prior SRE or platform support experience Minimum Qualifications - 3–7+ years in Technical Support Engineering, SRE support, DevOps, Platform Support, or similar - Demonstrated experience supporting distributed systems, IaaS, or cloud platforms - Strong Linux, troubleshooting, and customer-facing communication background - Evidence of documentation, knowledge-base contributions, and process improvement mindset Disqualifiers: weak Linux fundamentals, inability to troubleshoot systematically, poor written communication, or discomfort supporting highly technical users. What You’ll Love - Real technical problem solving with tangible customer impact - A role that blends deep troubleshooting with scaling support via docs, tooling, and process - High autonomy in a remote-first environment What May Be Challenging - High context switching and managing multiple threads in parallel - Repeated patterns that require discipline to convert pain into scalable improvements - Supporting high-visibility systems where speed and accuracy matter Differentiation Industry: Remote-first, trust-based culture; global team; autonomy; modern systems; meaningful technical challenges Internal: High-impact, customer-facing observability support; direct influence on tooling and process maturity; opportunity to shape scalable support practices