The Role
Provide technical account support for customer downgrades, cancellations, and backend teardowns. Triage and resolve cases, document in Salesforce and Confluence, coordinate with Engineering via Jira and Slack, mentor colleagues, and handle inbound calls and support cases while following policies to prevent service disruptions.
Summary Generated by Built In
Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Summary
Smarsh is seeking a Technical Support Engineer to join our Client Services team. In this role, you will manage customer account changes, including product downgrades and cancellations, while ensuring adherence to established policies and processes that minimize operational risk and prevent unintended service disruptions. You will work closely with customers, Support, Engineering, and other cross-functional teams to resolve complex issues, drive cases to completion, and maintain accurate documentation throughout the customer lifecycle. Success in this role requires strong technical aptitude, exceptional attention to detail, and the ability to communicate complex information clearly and effectively to both technical and non-technical audiences.
How will you contribute?
- Process downgrades and cancellations for any Smarsh products.
- Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
- Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
- Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
- Capture, reuse and share knowledge using Confluence.
- Technical and relational mentor to others processing downgrades and cancellations.
- Utilize access to multiple platforms to perform backend work related to teardowns.
- Engage with Engineering teams using Jira and Slack to drive resolution of tickets.
- Handling calls and incoming support cases.
What will you bring?
- 5 or more years of customer service experience.
- Ability to understand complex issues and communicate them to client in a clear and accessible manner.
- Ability to understand implementation processes and application consoles.
- Experience troubleshooting technical solutions.
- Exceptionally detail-oriented, accurate, and thorough.
- Strong documentation skills are essential in this role.
- Strong technical competency.
- Ability to identify opportunities for process improvement.
- Experience assessing priority and urgency.
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.
Skills Required
- 5 or more years of customer service experience.
- Ability to understand and clearly communicate complex technical issues to customers.
- Understanding of implementation processes and application consoles.
- Experience troubleshooting technical solutions.
- Exceptionally detail-oriented, accurate, and thorough.
- Strong documentation skills.
- Strong technical competency.
- Ability to identify opportunities for process improvement.
- Experience assessing priority and urgency.
- Experience using Salesforce for case logging and tracking.
- Experience using Confluence to capture and share knowledge.
- Experience collaborating via Jira for engineering tickets.
- Experience using Slack for internal communications.
Smarsh Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Smarsh and has not been reviewed or approved by Smarsh.
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Leave & Time Off Breadth — Time off is characterized by unlimited PTO, generous vacation allowances, and paid holidays, with policies that support taking time away. These elements are positioned as a core strength that helps balance lower base pay in some roles.
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Wellbeing & Lifestyle Benefits — Perks include wellness programs, commuter and bike reimbursement, volunteer time off, peer recognition, remote-work support, and a sabbatical option. The variety of non-salary benefits contributes to a supportive work-life environment.
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Retirement Support — A 401(k) with employer match and profit sharing is offered, with immediate vesting described for the match. This strengthens the long-term financial component of total rewards.
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The Company
What We Do
Smarsh provides cloud-based archiving and compliance solutions for companies in regulated and litigious industries.
