Technical Support Engineer I

Role Overview

• Process downgrades and cancellations for any Smarsh products.
• Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
• Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
• Capture, reuse and share knowledge using Confluence.
• Technical and relational mentor to others processing downgrades and cancellations.
• Utilize access to multiple platforms to perform backend work related to teardowns.
• Engage with Engineering teams using Jira and Slack to drive resolution of tickets.
• Handling calls and incoming support cases.

Requirements

• 5 or more years of customer service experience.
• Ability to understand complex issues and communicate them to client in a clear and accessible manner.
• Ability to understand implementation processes and application consoles.
• Experience troubleshooting technical solutions.
• Exceptionally detail-oriented, accurate, and thorough.
• Strong documentation skills are essential in this role.
• Strong technical competency.
• Ability to identify opportunities for process improvement.
• Experience assessing priority and urgency.