Smarsh

Technical Support Engineer II

Posted 5 Days Ago

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Heredia, Heredia, CRI

Hybrid

Mid level

Software

The Role

Provide expert technical support for Smarsh SaaS products: troubleshoot complex issues, manage cases in Salesforce, collaborate with SRE/Engineering, document using KCS, meet SLAs across phone/web/community, act as SME for products and premium accounts, and contribute to product/process improvements.

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 II to provide expert-level technical support for all Smarsh products, ensuring quick and effective resolution of customer issues across various support channels.

This role requires a deep understanding of the product suite and a commitment to exceptional service quality, addressing customer inquiries, diagnosing issues, and providing solutions to maintain high customer satisfaction.

How will you contribute?

Act as frontline or backline support for SaaS hosted Enterprise Products.

Independently troubleshoot complex issues, develop test cases, and identify root causes.

Engages in critical thinking – “Why? What? So What? Now What?

Meet SLAs for customer cases via phone, web, and community platforms.

Build expertise across multiple products and serve as a Subject-Matter Expert (SME).

Manage cases in Salesforce, maintaining detailed documentation and regular status updates with clear Next steps defined.

Collaborate with SRE and Engineering teams to resolve escalations and set customer expectations accordingly.

Share knowledge using Knowledge-Centered Service (KCS) best practices and support “shift left” improvements.

Drive high levels of customer satisfaction and long-term loyalty by taking extreme ownership and by having a positive mindset.

Contribute to product, policy, and process enhancements to improve customer experience.

May serve as a designated engineer or Business Critical Support for premium accounts.

Other duties as assigned.

What will you bring?

Bachelor’s degree in a technical field or equivalent experience.

3+ years in Customer support roles or 6+ years of industry experience.

Strong IT, networking, database, or SaaS/cloud support background, on-premise support is a plus.

Desirable certifications include Windows, Linux, RDBMS, AWS, Kubernetes.

Strong problem-solving, communication, and time management skills.

Proficiency in CRM systems like Salesforce, Microsoft applications, and JIRA/Confluence.

Knowledge in Fintech and Regtech domains is desirable.

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

Bachelor's degree in a technical field or equivalent experience
3+ years in customer support roles or 6+ years of industry experience
Strong IT, networking, database, or SaaS/cloud support background
On-premise support experience
Certifications: Windows, Linux, RDBMS, AWS, Kubernetes
Strong problem-solving, communication, and time management skills
Proficiency in CRM systems like Salesforce, Microsoft applications, and JIRA/Confluence
Knowledge in Fintech and Regtech domains

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.

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.
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.
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.