Technical Support Engineer, Smarsh
$76-85k
3 days a week in office (Pleasanton, CA)
Cloud-based archiving and compliance solutions
Open for applications
Cloud-based archiving and compliance solutions
1001+ employees
Open for applications
$76-85k
3 days a week in office (Pleasanton, CA)
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
- 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
- On-premise support experience highly desirable
- Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable
- May require US Citizenship for access to and handling of client data
What the job involves
- 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
- Experienced level Technical Support Engineering role
- 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 are 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 testcases
- 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
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 & Chairman)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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