Smarsh

Technical Support Specialist II

Posted 5 Days Ago

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Portland, OR, USA

Hybrid

55K-60K Annually

Junior

Software

The Role

Provide phone, chat, and written technical support for a SaaS archive product; diagnose, troubleshoot, and resolve customer issues, manage cases in Salesforce, follow SLAs, escalate complex problems, collaborate cross-functionally, capture knowledge using KCS, and create/update user documentation and training materials.

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 Specialist to join our Client Services team. This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow. The Technical Support team is closely aligned with providing excellent client service, supporting each other, and enjoying the challenge of solving various technology problems. We believe job satisfaction comes from being able to do what you love while working with other talented people, and not forgetting to have fun along the way.

Interactions can range from an end user having trouble logging in to the CEO of a multi-national corporation requesting a critical data report to answer a timely litigation case. Teamwork is imperative in handling the wide range of situations we can encounter—we are lively, collaborative, and work in a fast-paced environment. The most successful team members serve as an advocate to our clients by evaluating and dynamically prioritizing to make sure the most critical actions get addressed appropriately.

How will you contribute?

Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
Act as a client liaison and become an advocate for the resolution of client issues.
Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
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.
Effectively manage cases to ensure timely customer status updates and ultimate resolution.
On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other 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.
Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
Advocate for product, policy and process improvements that improve the customer experience.
Follow required polices and processes to maintain compliance with information security and data protection requirements.
Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
Write or revise user training documents and procedure.

What will you bring?

2+ years’ experience in Customer Service, IT, SaaS and/or cyber security desired.
1 week on-call rotation quarterly.
Hybrid In Office attendance is required on specified days.
Excellent written and verbal communication skills.
Excellent critical thinking and time management skills.
Comfortable navigating the unknown.
Excellent documentation skills both conversational and technical.
The ability to communicate technical information to non-technical audience.
2+ years of call center experience handling inbound/outbound calls in high-volume settings.
CRM and Salesforce experience preferred.

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

2+ years of call center experience handling inbound/outbound calls in high-volume settings.
Hybrid in-office attendance on specified days.
1 week on-call rotation quarterly.
Excellent written and verbal communication skills.
Excellent documentation skills (conversational and technical).
Ability to communicate technical information to non-technical audiences.
Experience with CRM and Salesforce.
2+ years' experience in Customer Service, IT, SaaS and/or cyber security.
Familiarity with Knowledge-Centered Service (KCS) practices.

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.