Technical Support Engineer I

Smarsh seeks a Technical Support Engineer I to join our Global Support Team. The Global Technical Support team provides rapid response and resolution to customer inquiries for technical assistance while using Smarsh products and services. Assistance may include customer problem diagnosis, troubleshooting, resolution, escalation, as well as proactive value-added help in learning and maximizing value in their use of Smarsh.

Global Support focuses on driving high levels of satisfaction and long-term loyalty with Smarsh through every customer touchpoint.

What will you do?

• Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions.
• Identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Develops 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 lifecycle of 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 polices 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.
• Other duties as assigned.

What will you bring?

• 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 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 highly desirable.
• Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
• May require US Citizenship for access to and handling of client data.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.