Smarsh

Senior Technical Support Engineer I

Smarsh

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Senior

Tech Stack

Cloud

About the role

  • 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 Mobile products (SaaS-hosted and Application based). 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 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 Capture Mobile 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 the 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.
  • Will be assigned as designated Support Engineer to specific accounts for premium offerings.
  • 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.
  • Participate in a rotating weekend on call.

Requirements

  • 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 preferred; equivalent industry/career experience considered.
  • 8+ years in a support delivery role or 12+ 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.
  • Previous Mobile Product Support and/or MDM experience preferred.
  • Project and program management experience preferred.
  • May require Green Card/US Citizenship for access to and handling of client data.