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Senior Support Representative

  • Customer Operations
  • GTA Toronto / Markham
  • Full-Time
  • Senior
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Role details

Department
Customer Operations
Location
GTA Toronto / Markham
Employment
Full-Time
Level
Senior
About Elastio

Ransomware hides inside data your security stack never analyzes. Elastio closes that gap. Our Hunt Engine performs Deep File Inspection across live, replicated, and backup data to find threats before they destroy recovery options. The outcome: Proven Data your team can trust, and Provable Recovery you can demonstrate to leadership before an attack happens.

Position overview

We are seeking a Senior Support Representative to join our customer operations team. This role supports enterprise customers running Elastio in complex on-prem and cloud environments. You will act as a technical escalation point, help customers troubleshoot critical issues, and work closely with engineering and product teams to resolve problems and improve the platform. This role requires strong technical depth, clear communication, and experience supporting infrastructure and security products.

Responsibilities

  • Customer support

    Provide advanced technical support for Elastio customers across on-prem and cloud environments.

  • Issue troubleshooting

    Diagnose and resolve complex issues involving virtualization, storage, backups, and cloud infrastructure.

  • Escalation management

    Act as a senior escalation point. Drive issues to resolution and keep customers informed throughout.

  • Cross-team collaboration

    Work closely with engineering, product, and DevOps teams to debug issues and deliver fixes.

  • Incident response

    Support customers during high-severity events, including ransomware incidents and recovery operations.

  • Documentation and knowledge sharing

    Create and improve internal and customer-facing documentation, runbooks, and FAQs.

  • Product feedback

    Provide structured feedback to product and engineering based on customer issues and observed patterns.

Required skills
  • Proven experience in a senior technical support or customer support engineering role.
  • Strong troubleshooting skills across Linux systems and networking.
  • Experience supporting Kubernetes, Docker, or virtualized environments.
  • Experience working with enterprise customers and production systems.
  • Ability to clearly explain technical issues to both technical and non-technical audiences.
Preferred skills
  • Experience supporting security, backup, or disaster recovery products.
  • Familiarity with VMware, cloud platforms (AWS, Azure, GCP), or storage systems.
  • Experience with incident management or on-call rotations.
  • Basic scripting experience (Bash, Python, or similar).
Other requirements
  • 4+ years of experience in technical support or related roles.
  • Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
  • Strong problem-solving skills and calm approach during high-pressure situations.
  • Excellent written and verbal communication.
Why Elastio
  • Competitive salary and benefits.
  • Direct customer impact during ransomware recovery scenarios.
  • Flexible work options, remote or hybrid.
  • A collaborative team where senior support engineers influence product quality and customer success.
How to apply

Send your resume to careers@elastio.com with the role name in the subject line.

Submit your resume