Support Engineer

• Manage and mentor a global team of technical support professionals and/or subordinate manager(s) in a high-performance environment.
• Develop and retain talent, fostering career growth and progression for team members.
• Drive consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
• Develop and implement support strategies and objectives that align with company goals.
• Analyze support metrics to identify trends and areas for improvement.
• Manage resources effectively, primarily staffing across multiple time zones.
• Ensure high levels of customer satisfaction through effective support solutions.
• Actively engage directly with customers and partners to build relationships, gather voice of customer feedback, and manage escalations.
• Implement new technologies and tools, including AI, to enhance support efficiency.
• Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.
• Provide guidance to your team on complex technical issues.
• Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.
• Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.
• Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.
• Contribute support feedback to product roadmap planning and enhancements.
• Participate in the sales process to promote bookings growth for premium Support offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Generate reports on support metrics and present findings to stakeholders.
• Use data analysis to drive decision-making and strategic planning.

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