Sr. Technical Support Engineer I

About Us

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.

About the Role

We are looking for an expert-level Technical Support Engineer to provide industry-best service to customers and partners using Smarsh products and services. As a recognized technical leader for assigned products and technologies, you will focus on timely response and rapid resolution of inbound requests or escalations, solving the most complex and challenging issues. Support delivery spans all assisted and digital support channels.

Responsibilities

• Serve as frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products.
• Work on complex assignments requiring independent action and a high degree of initiative to resolve problems and develop solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance.
• Develop reproducible test cases and may recommend code-level or configuration changes.
• Ensure team adherence to SLAs for support coverage, including initial response and timely resolution for customer cases via phone, web, and community.
• Develop expertise for a broad set of assigned products to maximize first-contact resolution.
• Apply product and industry expertise to actively diagnose, troubleshoot, and resolve the most complex/advanced customer issues.
• Escalate cases as required based on customer business impact.
• Serve as a Subject-Matter Expert (SME) for assigned focused technologies or products, acting as a point of escalation for frontline or backline teams.
• Participate in bridge calls for system outages or critical production issues.
• Influence the support organization to deliver quality service, driving high levels of customer satisfaction and long-term loyalty.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• Lead customer escalations or third-party support coordination to resolve issues for critical accounts.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout the lifecycle of an issue.
• Engage 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 a Publisher.
• Act as a Knowledge Domain Expert (KDE) for online content and provide product or process feedback across the company, potentially including a KCS Coach role.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Lead the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution.
• Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
• Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
• Train and mentor peers to facilitate sharing of expert-level knowledge.
• Advocate for product, policy, and process improvements that enhance the customer experience.
• May be assigned as a Business-Critical Support resource to specific accounts for premium offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Follow required policies and processes to maintain compliance with information security and data protection requirements.
• Collaborate across cross-functional teams to resolve issues, fulfill customer needs, and proactively improve supportability of products and services.
• Perform other duties as assigned.

Requirements

• College degree in a technical-related field or industry/career equivalent experience.
• Minimum of 5 years in a support delivery role or 8+ years of industry/career equivalent experience.
• Passion for helping customers succeed.
• Advanced-level IT, networking, database, or SaaS/Cloud application support experience; on-premise support experience preferred.
• Industry certifications in Windows, Linux, RDBMS, or AWS are preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Expert-level diagnosis and problem-solving abilities.
• Strong time management and critical thinking skills.
• Project and program management experience preferred.
• Self-directed and self-motivated with a demonstrable work ethic and ability to perform under pressure.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence, and related platforms.

Pay

$105,000 - $115,000 a year

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.