Sr. Technical Support Engineer I

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

Global Technical Support provides industry-best service to customers and partners using Smarsh products and services. Focus is to ensure timely response and rapid resolution of inbound requests. Support delivery spans all assisted and digital support channels.

Advanced roles are recognized as technical leaders for assigned products and technologies, capable of solving the most complex and challenging issues.

Leadership roles include focus to ensure response coverage, rapid resolution of customer and partner issues, and overall support delivery readiness for the team to perform at a high level.

How will you contribute?

• Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
• Works on assignments that are complex in nature where independent action and high degree of initiative is required in resolving problems and developing solutions. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible testcases. May recommend code-level or configuration changes.
• Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community.
• Develop expertise for broad set of assigned products to maximize first contact resolution.
• Apply product and industry expertise to actively diagnose, troubleshoot and resolve most complex/advanced customer issues. Escalate cases as required based on customer business impact.
• Advanced level expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues.
• Influence support organization to deliver 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.
• Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
• Regularly 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 Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include 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 improve the customer experience.
• May be assigned as Business-Critical Support resource to specific accounts for premium offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Active and regular collaboration across cross-functional teams to resolve issues, fulfill customer needs, and proactively improve supportability of products and services.
• Other duties as assigned.

What will you bring?

• College degree in technical related field or industry/career equivalent experience.
• Minimum of 5 years in a support delivery role or 8 plus years industry/career equivalent experience.
• Passion for helping customers succeed.
• Requires advanced level IT, networking, database or SaaS/Cloud application support experience. On-premise support experience preferred.
• Industry certifications in Windows, Linux, RDBMS, AWS are preferred.
• Excellent verbal, written and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• 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.