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Smarsh seeks a Sr. Technical Support Engineer to provide high touch support to our biggest and best customers. This role involves providing frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products. The engineer will work on complex assignments requiring independent action and a high degree of initiative in resolving problems and developing solutions. Responsibilities include identifying the root cause of software or system issues, developing reproducible test cases, and recommending code-level or configuration changes. The engineer will ensure adherence to SLAs for support coverage and resolution of customer cases, participate in bridge calls for system outages, and develop expertise in assigned products to maximize first contact resolution. Additionally, the role involves managing customer escalations, logging and tracking cases using Salesforce, and engaging with SRE and Engineering teams to drive issue resolution. The engineer will also promote self-service offerings, lead identification and implementation of support process improvements, and train and mentor peers.
