Technical Support Engineer II

Smarsh•Atlanta, GA

About The Position

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. 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. This is an experienced level Technical Support Engineering role. It is a frontline support role for Enterprise products or a Backline support role for Saas-hosted solutions or Enterprise products. The role works on assignments that are complex in nature where independent action and a high degree of initiative are required in resolving problems and developing solutions. The individual independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. The role routinely develops reproducible test cases. Adherence to SLAs for support coverage is expected to ensure initial response and timely resolution for customer cases via phone, web and community. The role actively diagnoses, troubleshoots and resolves customer issues. Cases are escalated as required based on customer business impact. The role develops broad expertise for multiple assigned products to maximize first contact resolution. Deep expertise is built as an SME for assigned focused technologies or products as a point of escalation for frontline or backline teams. The role may be assigned to specialized teams or projects to leverage knowledge. The focus is on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty. Cases are effectively managed to ensure timely customer status updates and ultimate resolution. This may require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues. Cases are logged and tracked using Salesforce, maintaining detailed documentation of all interactions and statuses throughout the lifecycle of the issue. Frequent engagement with SRE and Engineering teams is required to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure. Knowledge is captured, reused, and shared using KCS (Knowledge-Centered Service) practices as a Contributor or Publisher. This may include a KCS Coach role or Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across the company. Adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources, is promoted. Identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution is led. Participation in readiness planning and activities related to pre-release or new product introduction preparation for the support team may occur. Advocacy for product, policy and process improvements that improve the customer experience is expected. The role may be assigned as a Designated Support Engineer or Business Critical Support resource to specific accounts for premium offerings. Required policies and processes are followed to maintain compliance with information security and data protection requirements. Close collaboration with cross-functional teams is required to resolve issues and fulfill customer needs. Other duties as assigned.

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.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
College degree in technical related field or industry/career equivalent experience.
Minimum of 3 years in a support delivery role or 6 plus years industry/career equivalent experience.
Requires deep IT, networking, database or SaaS/Cloud application support experience.
May require US Citizenship for access to and handling of client data.

Nice To Haves

On-premise support experience highly desirable.
Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.

Responsibilities

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.
Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
Actively diagnose, troubleshoot and resolve customer issues.
Escalate cases as required based on customer business impact.
Develop broad expertise for multiple assigned products to maximize first contact resolution.
Build deep expertise as SME for assigned focused technologies or products as point of escalation for frontline or backline teams.
May be assigned to specialized teams or projects to leverage knowledge.
Focus on delivery of 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.
May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues.
Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
Frequently 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 Contributor or Publisher.
May include KCS Coach role or Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company.
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.
May participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
Advocate for product, policy and process improvements that improve the customer experience.
May be assigned as Designated Support Engineer or Business Critical Support resource to specific accounts for premium offerings.
Follow required polices and processes to maintain compliance with information security and data protection requirements.
Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.
Other duties as assigned.