Senior Technical Support Engineer

Who you are

• 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

What the job involves

• Weare looking for expert level Technical Support Engineering individual providing industry-best service to customers and partners using Smarsh products and services. Recognized technical leader for assigned products and technologies, focusing on timely response and rapid resolution of inbound requests or escalations, as well as solving the most complex and challenging issues. Support delivery spans all assisted and digital support channels
• 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

Benefits

• Healthcare insurance: We provide medical, dental and vision insurance and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses
• Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a "take-what-you-need" time off policy as well as flexible work arrangements
• Recognition: We're big on kudos for a job well done. Our employee recognition program enables co-workers to nominate their peers who best embody our core values for recognition
• Life and disability insurance: Fully paid life and disability insurance coverage is provided from the day you start your job
• Wellness program: You're happier when you're healthier. So we reimburse a portion of employees' monthly health club expenses
• Retirement savings: We match a percentage of your retirement savings contributions. Smarsh employer match invests immediately, so it's yours from day one
• Sabbatical: The Smarsh sabbatical program provides a time to recharge, study or simply a time to do something you are passionate about away from the workplace. Employees are eligible after six years of service
• Giving back: Through our community partnership program, Full Circle, employees make a positive difference and receive paid time off for Full Circle activities so they can support the organizations that matter most to them
• Employee assistance program: We offer free and confidential assessments, short-term counseling, referrals and follow-up services to employees for personal or work-related issues to support their mental and emotional well-being
• Cellphones: To support our mobile and geographically dispersed workforce, we offer corporate cellular plan discounts with both AT&T and T-Mobile
• Getting here and home: Biking and taking public transit to work is not only cool but a smart and green thing to do. Smarsh proudly reimburses for monthly transit costs and biking expenses
• Parental leave: We want to support our colleagues who are starting a family. Smarsh offers paid leave to help you welcome your new bundle(s) of joy into the world