Technical Support Engineer - BCDR

Technical Support Engineer – BCDR

Based in Westport, Connecticut, Slide is a modern, security‑first Business Continuity & Disaster Recovery (BCDR) company built exclusively for Managed Service Providers (MSPs). Founded by Austin McChord (Datto Founder & former CEO) and Michael Fass (former Datto General Counsel & Chief People Officer), Slide is led by a team of industry veterans with deep expertise in backup, disaster recovery, and cybersecurity.

Built from scratch with a clean‑room codebase and free from legacy technical debt, Slide delivers a high‑performance, easy‑to‑use platform designed for the future of MSPs. The company combines security, speed, simplicity, and support—without outdated pricing models or restrictive contracts.

We are seeking a Technical Support Engineer for our 12PM-9PM ET shift 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.

• Deliver expert‑level technical support for Slide’s BCDR product suite by phone and email
• Independently maintain a ticket backlog and correspond with partners to resolve issues
• Lead troubleshooting efforts for partner issues related to data backup, recovery, virtualization, storage, and networking
• Perform advanced data restores, virtualization of backups, and cloud failovers
• Collaborate with other support team members as needed to continuously move cases forward

• 5+ years of experience in technical support, systems engineering, or IT infrastructure roles, with a strong focus on backup and disaster recovery
• Ability to work independently in high‑pressure customer situations including disaster recovery
• Excellent analytical, diagnostic, and troubleshooting skills
• Proven ability to manage high‑priority incidents and communicate effectively under pressure
• 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)

• 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, Linux‑based storage appliances and storage technologies (ZFS, RAID, iSCSI, SMB)
• Familiarity with scripting and automation (Power Shell, Bash, or Python)

• Competitive compensation
• Industry‑leading benefits including health, dental, vision, and 401(k)
• 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