Senior Technical Support Engineer, Smarsh
Enterprise Business Critical Support
$90-115k
3 days a week in office
Cloud-based archiving and compliance solutions
Be an early applicant
Cloud-based archiving and compliance solutions
1001+ employees
Be an early applicant
$90-115k
3 days a week in office
1001+ employees
Company mission
To enable customers to take advantage of the latest communication and collaboration tools, while staying ahead of compliance risk.
Role
Who you are
- 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
- College degree in technology-related field is preferred, but equivalent industry/career experience is also considered
- 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
- On-premise support experience preferred
- Project and program management experience preferred
- Industry certifications in Linux, RDBMS, AWS are preferred
- May require US Citizenship for access to and handling of client data
What the job involves
- Smarsh is seeking a Sr Technical Support Engineer I to provide high touch support to our biggest and best customers
- This role serves as an Account Manager for dedicated customers and will lead weekly customer status meetings with key customer stakeholders
- Beyond case management, this role ensures that our customers receive world class support
- 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
Our take
The emergence of new digital communication technologies provides businesses with a great opportunity for growth. But regulated businesses need to ensure they carry out communications monitoring, archiving, and compliance to stay on the right side of regulators. This can be difficult to do with new tech - to the extent that some businesses are hesitant to adopt it at all.
Of course, there’s a substantial appetite for ways to get around this obstacle and therefore reap the business benefits of modern comms. Smarsh provides just that, with its suite of archive, storage, and monitoring tools. In the two decades since its founding, the platform has netted over 6,500 clients including top worldwide banks, brokerage firms, insurers, registered investment advisors, and state and local government agencies in the US.
This puts Smarsh in a formidable position going forward. The issue the company addresses is only getting more acute as the volume of communications increases, more tech is brought to market, and the hybrid work model pushes more communications online. Smarsh’s extensive, top-tier global reach will help it field this growing market opportunity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$28m
LATE VC
Sep 2007
$15.6m
LATE VC
Total funding: $43.6m
Company 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
Company HQ
Portland Downtown, Portland, OR
Leadership
Stephen Marsh
(Founder)Previously worked on capital market systems at Fidelity Investments, and then moved to a Senior Product Manager role at CCBN. They are also a board member at The Wild, Asset Compliance Inc., and ComplySci.
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