Sr. Technical Support Engineer I (Enterprise Business Critical Support)

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. The Sr. Technical Support Engineer I is responsible for providing high touch support to key customers, ensuring they receive world-class assistance while managing complex technical issues and advocating for product improvements.

Responsibilities:

• Provide Business-Critical Support to specific accounts for premium offerings
• Interact with all levels of leadership across Smarsh and clients as needed
• Advocate for product, policy and process improvements that improve the customer experience
• Provide 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 test cases. 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. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues. 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
• 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
• May be assigned as designated Support Engineer to specific accounts for premium offerings
• TSE Team Lead provides daily guidance and technical leadership to assigned team, including Technical Account Management expertise and assistance, as well as Escalation Management ownership
• 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 knowledge base, 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

Requirements:

• Passion for helping customers succeed
• Excellent verbal, written and interpersonal communication skills
• Expert level diagnosis and problem-solving abilities
• Time management and critical thinking skills
• 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
• 7+ years in a support delivery role or 8+ years industry/career equivalent experience
• Requires advanced level IT, networking, database or SaaS/Cloud application support experience
• Advanced level expertise as Subject Matter Expert for assigned focused technologies or products as point of escalation for frontline/backline teams
• Required Skills - SQL and RDBMS exposure, Linux, Elasticsearch
• May require US Citizenship for access to and handling of client data
• College degree in technology-related field is preferred, but equivalent industry/career experience is also considered
• On-premise support experience preferred
• Project and program management experience preferred
• Desired skills - Scripting experience (Python, Bash, Java etc), Monitoring and observability experience (Datadog, Grafana etc), Cloud exposure (AWS, GCP, Azure), Kubernetes