Support Engineer, Smarsh
Java
$140-155k
Cloud-based archiving and compliance solutions
Be an early applicant
Cloud-based archiving and compliance solutions
1001+ employees
Be an early applicant
$140-155k
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
- This position is ideal for someone who enjoys problem solving, thrives in cross-team collaboration, and likes working at the intersection of development, operations, cloud systems, and customer-facing teams
- 3+ years of experience in technical support, DevOps, SRE, QA, or an R&D-adjacent engineering role
- Strong troubleshooting skills across distributed systems, APIs, microservices, or cloud environments
- Hands on experience with logs, debugging tools, and monitoring platforms (e.g., Kibana, Grafana, Datadog, Splunk)
- Solid scripting/coding ability (Python, Bash, PowerShell, or similar)
- Excellent communication skills; able to articulate complex problems clearly
- Ability to work across secure and cloud environments, including adapting workflows for federal enclave constraints
Desirable
- Experience working in or supporting federal enclave / restricted-access environments
- Experience supporting a FedRAMP certified product in production
- Experience with CI/CD pipelines and build/test automation
- Familiarity with Docker, Kubernetes, or cloud platforms (Azure, AWS, GCP)
- Background in incident management, postmortems, or SRE best practices
- Understanding of networking, databases, and API debugging tools (Postman, Fiddler, etc.)
What the job involves
- We are looking for a highly motivated R&D Support Engineer to join our engineering organization
- In this role, you will serve as a critical technical bridge between our R&D teams, Customer Support, QA, and Product. You will troubleshoot complex issues, analyze production incidents, drive root-cause investigations, and contribute to continuous improvement in product quality and engineering workflows
- This role includes dual responsibility across two environments:
- Supporting and troubleshooting within our federal enclave environment, ensuring compliance, stability, and controlled-process operations
- Supporting and maintaining our AWS-based production environment, working closely with cloud infrastructure and modern deployment pipelines
- Technical Investigation & Incident Management
- Diagnose, reproduce, and analyze highly technical product issues reported from the field across both the federal enclave and AWS production environments
- Lead root cause investigations, document findings, and partner with engineering teams to implement corrective actions
- Monitor and analyze production performance indicators, logs, telemetry, and alerts from multiple environments
- Provide technical summaries and incident reports to engineering leadership and escalation managers
- Collaboration with R&D
- Work closely with development teams to understand new features, architectural changes, and potential failure points
- Partner with QA to validate fixes, verify edge-case scenarios, and enhance test coverage around recurring incidents
- Provide feedback based on real-world usage and cross environment incident patterns to reduce regressions
- Tools, Automation & Process Improvement
- Build and maintain debugging tools, scripts, dashboards, and test harnesses that improve troubleshooting in both secure and cloud environments
- Identify recurring issues and propose enhancements to observability, stability, and supportability
- Improve internal processes for incident handling, cross-team communication, and reporting
- Cross-Functional Communication
- Serve as the technical escalation point for Support teams, delivering deep-dive explanations and guidance
- Translate complex technical findings into clear, actionable insights for both technical and non-technical stakeholders
- Participate in on-call rotations as needed
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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