Smarsh is hiring a
Technical Support Engineer I

Summary

Join Smarsh as a Technical Support Engineer I in our Global Support Team, where you will provide rapid response and resolution to customer inquiries for technical assistance while using Smarsh products and services. Your role will involve frontline or backline support, identifying the root cause of software or system issues, developing reproducible testcases, adhering to SLAs, actively diagnosing and resolving customer issues, and more.

Requirements

• Passion for helping customers succeed
• Excellent verbal, written, and interpersonal communication skills
• Strong diagnosis and problem-solving abilities
• Time management and critical thinking skills
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence, and related platforms
• College degree in a technical-related field or industry/career equivalent experience
• Minimum of 2 years in a support delivery role or 4 plus years industry/career equivalent experience
• Requires IT, networking, database, or SaaS/Cloud application support experience
• On-premise support experience is highly desirable
• Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable
• May require US Citizenship for access to and handling of client data

Responsibilities

• Provide rapid response and resolution to customer inquiries for technical assistance while using Smarsh products and services
• Identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance
• Develop reproducible testcases as required
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web, and community
• Actively diagnose, troubleshoot, and resolve customer issues. Escalate cases as required based on customer business impact
• Develop broad expertise for multiple assigned products to maximize first contact resolution
• Build deep expertise as SME for assigned focused technologies or products as point of escalation for frontline teams
• Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty
• Effectively manage cases to ensure timely customer status updates and ultimate resolution
• May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout the lifecycle of an issue
• Work with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure
• Capture, reuse, and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role
• Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources
• Identify and help implement ‘shift left’ changes to increase resolution rate and accelerate time to resolution
• Advocate for product, policy, and process improvements that improve the customer experience
• May be assigned as Designated Support Engineer to specific accounts for premium offerings
• Follow required policies and processes to maintain compliance with information security and data protection requirements
• Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs

Benefits

$75,000 - $95,000 a year