Technical Support Engineer II

Smarsh

Technical Support Engineer providing top-notch service to customers using Smarsh products. Aiming for timely responses and solutions to customer inquiries and issues.

Posted 5/6/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSenior💰 $76,000 - $85,000 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudLinuxRDBMS

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Smarsh Website LinkedIn All Job Openings 1001 - 5000 employees Founded 2001 💸 Finance 🏢 Enterprise ☁️ SaaS 💰 Private Equity Round on 2016-01 Finance
Enterprise
SaaS Smarsh is the global leader in communications data and intelligence, focusing on digital communications compliance and risk management in regulated industries. With over two decades of experience, Smarsh delivers AI-enabled solutions to unlock business insights from communications data at scale. Trusted by 95% of top financial firms and managing billions of messages monthly, Smarsh offers services like chat capture, email archiving, and digital risk surveillance. Their platforms are designed to meet the diverse and evolving needs of financial services, government, healthcare, and other industries, enhancing productivity and ensuring compliance with digital communication governance challenges. Technical Support Engineer II 🔥 13 minutes ago 🏢🏡 Atlanta – Hybrid 💵 $76k - $85k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor AWS Cloud Linux RDBMS Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 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.
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Associate Technical Support Analyst 🔥 6 hours ago Assurant 10,000+ employees 💸 Finance 👥 B2C Website LinkedIn All Job Openings Technical Support Analyst providing high-quality technical support for home and small business tools and devices. Collaborating in a dynamic environment to resolve customer issues efficiently. 🏢🏡 Atlanta – Hybrid 💵 $18 / hour 💰 Post-IPO Debt on 2023-02 ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Android iOS Production Support Analyst 🕒 5 days ago Osaic 1001 - 5000 💸 Finance 🤝 B2B Website LinkedIn All Job Openings Production Support Analyst providing support on the Wealth Management Platform. Collaborating with internal teams and clients to troubleshoot system issues and improve training resources. 🏢🏡 Atlanta – Hybrid ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer Support Analyst, Application Maintenance & Support 🕒 April 22 FIS 10,000+ employees 💳 Fintech 💸 Finance 🏦 Banking Website LinkedIn All Job Openings Support Analyst handling inquiries for FIS Digital One Commercial clients in financial services. Providing customer support for digital banking products and troubleshooting complex issues. 🏢🏡 Atlanta – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor AWS Postgres ServiceNow Premier Support Engineer 🕒 April 3 Trimble Inc. 10,000+ employees Website LinkedIn All Job Openings Premier Support Engineer providing technical leadership to enterprise customers and influencing cloud integrations at Trimble. Resolving complex cloud issues and building performance telemetry dashboards for enterprise solutions. 🏢🏡 Atlanta – Hybrid 💰 Post-IPO Debt on 2022-12 ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Azure Cloud Data Support Engineer 🕒 April 2 Salesforce 10,000+ employees ☁️ SaaS 🤝 B2B 🤖 Artificial Intelligence Website LinkedIn All Job Openings Support Engineer assisting customers with Salesforce's Data 360 and Agentforce products. Developing technical expertise and managing customer satisfaction through problem solving and training. 🏢🏡 Atlanta – Hybrid 💵 $80.9k - $122.3k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor Cloud RDBMS SQL View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Applicant Tracking System Keywords

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Hard Skills & Tools

diagnosisproblem-solvingSaaScloud application supportIT supportnetworkingdatabase supporttest case developmentcase managementcompliance

Soft Skills

customer successcommunicationtime managementcritical thinkinginitiativecustomer satisfactioncollaborationservice deliveryescalation managementknowledge sharing

Certifications

Windows certificationLinux certificationRDBMS certificationAWS certification