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Customer Technical Lead / Product Advocate - Next Gen File Sharing (Fulltime / Virtual)

at ExaVault in Oakland, CA   —   Mar 25, 2014   |  
We're ExaVault, a group of six engineering-types building a next generation file sharing service. We've already got clients like Comcast, National Geographic, Sony and Chevron, and we're signing more up every day.

We're located in Oakland, CA and are looking for a customer technical lead + product advocate (virtual), who will help support our customer base, both directly and indirectly.
Helping customers solve technical issues with our service
Answering questions from customers and prospective customers about the features and capabilities of our service
Developing customer-facing documentation for our website
Communicating customer needs and wishes to our development and engineering staff
Performing QA and testing on new software releases before they go to customers
Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
Strong command line Linux skills. You should have setup and run your own Linux servers before.
Excellent Windows, Mac & Linux troubleshooting ability.
The ability to be a good listener, and to really understand a customer problem or question and help them solve it.
The patience to deal with difficult customers, who don't always understand technology at a detailed level.
A strong ability to focus on details and find bugs in new software. Your friends might even describe you as a bit anal.
Excellent writing skills. Most of your work will be written (email, documentation, etc.).
Excellent 'bedside manner' on the telephone. Some support will be provided over the phone (via our VoIP system)
2-3 years previous experience in a technical lead role
We're a virtual company, so you get to work from home. There are six of us here; two in Portland, OR, two in Oakland, CA, one in Emeryville, CA and one in Richmond, CA. We're a startup, so you'll definitely be working hard. We try to keep the hours pretty reasonable, but things get busy, especially around launch time. The occasional evening or weekend will be required. Limited travel will be required; we do company retreats two or three times a year.

This is an hourly contract position to start; while we get to know you and you get to know us. For our fulltime employees, we offer a full range of benefits, including health+dental+vision, a 401K with employer matching, three weeks of vacation per year and a $2500/year office-outfitting bonus.
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