Smarsh

System Administrator

• Administer and support Okta integrations (SSO, provisioning, workflows, device trust) across enterprise applications, partnering with the IAM/Okta lead as needed
• Build, maintain, and troubleshoot integrations between IAM and adjacent systems — identity, endpoint, and security tooling (Vanta, Vectra, CrowdStrike, Netskope, CyberArk) — ensuring reliable data flow and access accuracy across platforms
• Collaborate and strengthen Active Directory and Microsoft 365 identity infrastructure, including conditional access and identity governance
• Own Okta device trust configuration and endpoint compliance policies
• Serve as a senior systems resource across IT Operations, taking on broader systems administration responsibilities beyond IAM as priorities shift (e.g. infrastructure support, endpoint management, other platform administration)
• Support audits and compliance efforts (e.g. SOC 2, FedRAMP) with IAM evidence and access control documentation
• Troubleshoot and resolve complex identity, access, and systems integration issues escalated from the IT Operations team
• Document system configurations and integration architecture to support team knowledge continuity

Senior Systems Administrator – IAM Focus

Systems Engineer

• Administer and support daily configuration changes across BambooHR, Lever, Lattice, ADP, and other HR systems
• Build and maintain a current-state map of HR systems, their configurations, and how data flows between them
• Document and maintain integrations between HR platforms and with Okta (identity/provisioning) and NetSuite (finance/HRIS data flows)
• Serve as a point of escalation for HR systems issues raised by HR, People Ops, and end users
• Partner with IT Operations Team Members and InfoSec on access provisioning/deprovisioning tied to HR system changes (joiners, movers, leavers)
• Evaluate the current HR tooling landscape and identify gaps, redundancies, or risks in the existing stack
• Maintain documentation of system configurations, integration architecture, and change history
• Support audits and compliance efforts requiring HR systems evidence (e.g. SOC 2, access reviews)

HR Systems Engineer – Mid-Level

Customer Success Manager

• Demonstrates capability to excel in MM CSM responsibilities
• Ability to manage territory and drive ownership of a Smarsh directed project or program
• Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs
• Deliver high level of responsiveness to assigned Mid-Market tier accounts
• Work with clients via Retention Cases, prevent and manage churn
• Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions
• Maintains daily/weekly meetings for assigned accounts (~40- 100k ARR), typically a territory of approximately 120 accounts
• Prepares and hosts Business Reviews for top assigned accounts in territory
• Consistently meet or exceeds target customer activity metrics and SLOs
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees)
• Identify additional add on services to grow account, partner with sales for new opportunities identified
• Effectively manage and drive closure of renewal business
• Identify At Risk Clients and determine needed remediation path
• Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.
• Drive client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders

Customer Success Manager – Mid Market

Support Engineer

• Act as frontline or backline support for SaaS hosted Enterprise Products.
• Independently troubleshoot complex issues, develop test cases, and identify root causes.
• Engages in critical thinking – “Why? What? So What? Now What?
• Meet SLAs for customer cases via phone, web, and community platforms.
• Build expertise across multiple products and serve as a Subject-Matter Expert (SME).
• Manage cases in Salesforce, maintaining detailed documentation and regular status updates with clear Next steps defined.
• Other duties as assigned.

Technical Support Engineer II

Cloud Engineer

• Design and Implementation of cloud network architectures, primarily in AWS
• Implement and manage core AWS networking services such as Route 53, Direct Connect, and VPNs
• Optimize network performance for high availability
• Ensure multi-tenant isolation and resource management
• Identify and design system security requirements using security best practices and compliance requirements
• Develop standard operating procedures and protocols
• Monitor and troubleshoot network issues
• Develop and maintain infrastructure as code using Terraform for AWS resources
• Implement GitOps workflows
• Design and implement monitoring solutions using Prometheus and DataDog
• Lead troubleshooting of complex platform issues related to networks
• Participate in on-call rotation

Platform Engineer III – AWS Network

Backend Engineer

• Design and develop both new and existing product capabilities, working across a diverse set of technologies and architectures.
• Building, enhancing, and maintaining services in our AWS-based production environment, leveraging modern cloud-native tooling and infrastructure.
• Collaborate closely within an Agile Scrum team and provide mentorship, knowledge sharing, and technical leadership.
• Participate in production troubleshooting, analysis, and improvements across diverse runtime environments.
• Work with DevOps, QA, and Product teams to ensure smooth delivery, operational readiness, and high system reliability.

Java Developer

• Manage client communications and expectations with professionalism and responsiveness
• Consistently and accurately track and log customer communication in a client relationship management platform
• Prepare and host Business Reviews for top assigned accounts in book of business
• Effectively manage and drive closure of renewals
• Identify at-risk clients and determine the needed remediation path to minimize churn
• Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
• Quickly analyze and identify the root cause of billing discrepancies
• Consistently meet or exceed time to resolution targets
• Partner with Sales and Product to identify growth opportunities
• Process contract changes including add-on services, downgrades, cancellations
• Provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
• Serve as a subject matter expert for Smarsh processes and procedures

Senior Customer Success Manager, Public Sector

Technical Product Manager

• Own the Vision and Strategy: Define and deliver on a multi-year vision for our portfolio of workload assets. You will develop a clear product strategy and roadmap that aligns with the broader goals of the engineering organization.
• Be the Voice of the Developer: Act as the primary liaison between the Product team and our engineering team. Translate high level business objectives into actionable technical roadmaps, anticipate risks and develop mitigation strategies, and closely work with Iteration Manager to align delivery cadences.
• Drive the Roadmap: Translate complex technical requirements and user needs into a prioritized backlog of clear user stories, epics, and product specifications. You will work within an agile environment to ensure a steady flow of value to our customers.
• Serve as a Product Evangelist: Champion the platform's vision and services across the organization. Drive adoption and enablement by working with developers to create clear documentation, best practices, and training materials.
• Manage the Asset Lifecycle: Oversee the entire lifecycle of our workload assets—from evaluating new technologies and market trends to managing versions and planning the graceful deprecation of legacy systems.
• Analyse and Measure: Define and analyse metrics that measure the success of your products, including developer satisfaction, reliability, performance, and total cost of ownership. Use this data to inform your product strategy.
• AI Transformation: Build the business case for ongoing investment in AI, monitoring unit economics, leading cross-functional collaboration with AI/ML engineers and delivering AI solutions.
• Lead Through Influence: Collaborate closely with key stakeholders in security, compliance, finance, and application development to ensure our workload assets are secure, cost-effective, and aligned with business goals.

Senior Technical Product Manager

Social Media Manager

• Own our global organic social media strategy across key platforms like LinkedIn and YouTube, ensuring it aligns with business priorities and brand objectives.
• Manage the social media editorial calendar and balance competing priorities across product launches, campaigns, company news, and real-time industry conversations.
• Partner with our Studio team to produce social-first content across a variety of formats, with a strong understanding of what captures attention and drives engagement.
• Lead our executive thought leadership initiatives by identifying content opportunities, ghostwriting social posts, and helping our leaders build authentic, engaging personal brands.
• Conceptualize and edit short-form video content optimized for social, applying platform best practices, strong hooks, and storytelling techniques to maximize performance.
• Monitor performance, analyze audience insights, and use data to continually optimize content, creative, and channel strategy.
• Manage and scale our employee advocacy program, empowering Smarsh team members to become trusted voices and extend the reach of our brand.
• Extend the reach of high-performing organic social content through paid post boosting and maintain monthly boosting budget.
• Occasionally travel to industry and company events to capture compelling social content, amplify key moments in real time, and develop content that extends the life of the event itself.
• Monitor social media channels for brand mentions, flag comments or messages to stakeholders, and ensure response in a timely and professional manner.
• Stay ahead of platform trends, emerging technologies, and AI tools, proactively bringing new ideas that keep the Smarsh social presence innovative and competitive.

Social Media Strategist

Solutions Engineer

• Spend 50-70% of your time working on revenue generating deals, with the remaining time spent on supporting our internal projects, ongoing learning, and supporting cross-departmental initiatives as needed
• Assist sales with discovery process to identify quantifiable problems our solutions can solve
• Demonstrate/Workshop/Solution how our products/platform can help our prospects/customers achieve their desired business outcomes and realize value
• Lead the scoping and execution of validation events where appropriate
• Take the lead on the technical responses associated with an RFI/RFP/RFQ/Infosec etc.
• Regularly update systems of record (salesforce, SharePoint etc.) with presales notes/collateral etc.
• Contribute best practices and content/collateral to broader presales and sales teams
• Present professional services and success management offerings as part of a comprehensive solution
• Support cross-departmental projects like lead generation, event marketing, partner enablement, and sales enablement as needed
• Travel as needed for internal/external meetings

Reviewer

• Maintain working knowledge of policies and procedures regarding North American and European regulatory agencies, including FINRA and the SEC
• Conduct compliance reviews and analysis of regulatory compliance policies for Financial Services and Mortgage Lending clients
• Ensure that reviewed communications comply with regulatory requirements and organizational policies
• Track and report review activity by client
• Participate in periodic trainings and regulatory education opportunities
• Identify and escalate communications that pose a potential compliance and/or operation risk
• Performs other duties and responsibilities as assigned

Professional Services Supervisor II

• Process downgrades and cancellations for any Smarsh products.
• Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
• Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
• Capture, reuse and share knowledge using Confluence.
• Technical and relational mentor to others processing downgrades and cancellations.
• Utilize access to multiple platforms to perform backend work related to teardowns.
• Engage with Engineering teams using Jira and Slack to drive resolution of tickets.
• Handling calls and incoming support cases.

Technical Support Engineer I

Data Scientist

• Collect, analyze, and interpret small/large datasets to uncover meaningful insights to support the development of statistical methods / machine learning algorithms.
• Lead the design, training, and deployment of NLP and transformer-based models for financial surveillance and supervisory use cases (e.g., misconduct detection, market abuse, trade manipulation, insider communication).
• Development of machine learning models and other analytics following established workflows, while also looking for optimization and improvement opportunities
• Data annotation and quality review
• Exploratory data analysis and model fail state analysis
• Contribute to model governance, documentation, and explainability frameworks aligned with internal and regulatory AI standards.
• Client/prospect guidance in machine learning model and analytic fine-tuning/development processes
• Provide guidance to junior team members on model development and EDA
• Work with Product Manager(s) to intake project/product requirements and translate these to technical tasks within the team’s tooling, technique and procedures
• Continued self-led personal development

Lead Data Scientist

Security Analyst

• Identify and mitigate risks within third-party environments by meticulously reviewing security documentation and assessments.
• Combine expert analysis with automated monitoring to provide visibility needed to safeguard sensitive data.
• Review vendor risk by evaluating security assessments and documentation; deliver actionable recommendations.
• Conduct comprehensive vulnerability scans and penetration tests for Smarsh customers.
• Produce detailed technical reports categorizing vulnerabilities and providing actionable remediation strategies.
• Serve as a subject matter expert and primary contact, guiding clients through platform features and cybersecurity best practices.
• Manage regular client engagements and contribute to the continuous improvement of Smarsh VRM team operations.

Information Security Analyst II

Security Operations

• Handling escalated incidents from the analysts.
• In-depth analysis and incident response coordination.
• Mentoring of analysts and real-time security monitoring.
• Threat hunting and ensuring compliance with Security policies and standards.