At most companies, customer-facing teams are treated as a cost center. Not here. At Files.com, Customer Experience is a first-class function that drives product improvement, accelerates onboarding, and fuels revenue expansion.
At most companies, customer-facing teams are treated as a cost center — reactive, underfunded, and undervalued. Not here. At Files.com, Customer Experience is a first-class function that drives product improvement, accelerates onboarding, strengthens customer outcomes, and fuels revenue expansion.
You'll never waste your career apologizing for 'known issues' or onboarding customers into broken paths. Bugs aren't buried or backlogged — they're fixed in days, not quarters. When you deliver feedback from customer interactions, it doesn't disappear into a void. Our engineering-first culture means the platform evolves quickly based on real needs.
You won't be dealing with shallow, repetitious questions. You'll work directly with highly skilled IT professionals across Fortune 500s, global brands, and fast-scaling enterprises — teams responsible for moving petabytes of data and powering global digital supply chains. The quality of your guidance influences critical workflows.
Customer Experience at Files.com isn't a reactive arm of the company — it's a primary driver of roadmap decisions. Insights you gather during onboarding sessions, training calls, renewal conversations, and support escalations go straight into Product and Engineering. You'll regularly see your input turn into features within weeks.
During onboarding and success engagements, you won't spend time teaching workarounds or explaining 'quirks.' The platform is fast, reliable, intuitive, and architected for enterprise-grade performance. When you recommend a best practice or propose an integration pattern, customers listen, because the product consistently delivers.
We don't normalize broken software. If something's wrong, it gets fixed — period. Your energy goes into solving meaningful problems, advising on optimal configurations, and helping customers unlock value — not apologizing for issues outside your control. You get to be a partner in customer success, not a shield for systemic flaws.
Every inbound ticket is read, classified, severity-scored, routed, and (for a meaningful chunk of them) answered by an agent before a human ever opens it. The work that lands on a CX engineer’s queue is the work that genuinely needs a human — discovery phone calls, detailed investigations, and guiding our customers the way only a human can.
Every conversation a CX engineer has becomes input back into the agent layer — answers improve, edge cases get captured, the “we’ve seen this before” library grows daily. The team is meaningfully smaller than the workload demands, and yet response quality keeps climbing.
If you’re worried that AI-driven customer support is bad for the customer, you haven’t seen it done well. Our agents are highly calibrated and produce excellent CSAT scores. When it’s time to hand off to a human, that handoff is smoothly executed: the CX engineer picks up with a complete brief — full conversation history, account state, relevant docs, the last three tickets — and the customer keeps moving at full speed.
We hire CX engineers who bring a critical human touch to every customer interaction. We pay higher because our customers deserve the best.
Philosophy degree. Barn carpentry. Robotics support. State 911 systems. And now: Customer Experience at Files.com.
Adam runs Customer Experience at Files.com. He joined as a Support Engineer in 2023 and ended up at VP because he kept taking leadership before anyone gave him the title — owning the function, raising the bar, building structure where there wasn't enough. He hires CX engineers who care about the customer the way he does, and who want to be proud of the function they're in.
4,000+ organizations — every Fortune 500 industry, every regulated vertical, every fast-scaling enterprise where secure file transfer is mission-critical. The product moves petabytes daily through hundreds of millions of API calls. The deals close, the support tickets matter, the engineering decisions ship at scale.
Kevin Bombino still runs the company he founded in 2009. We build for the long term — and the math works, which is how we stay number one in revenue per employee in our category.
The bar to get in is high, and it stays high after you're in. We pay above market because the people we hire are above market — and we say no to a lot of strong candidates because raising the bar matters more than filling a seat. Your first week here, the room will feel different.
