Technical Support Specialist II

Smarsh

Technical Support Specialist providing client support for Professional Archive SaaS solutions. Collaborating with teams to resolve issues and enhance customer experience in a fast-paced setting.

Posted 6/6/2026full-timePortland • Oregon • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 - $60,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
Act as a client liaison and become an advocate for the resolution of client issues.
Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
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.
Effectively manage cases to ensure timely customer status updates and ultimate resolution.
On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other 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.
Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
Advocate for product, policy and process improvements that improve the customer experience.
Follow required polices and processes to maintain compliance with information security and data protection requirements.
Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
Write or revise user training documents and procedure.

Requirements

What you’ll need

2+ years’ experience in Customer Service, IT, SaaS and/or cyber security desired.
1 week on-call rotation quarterly.
Hybrid In Office attendance is required on specified days.
Excellent written and verbal communication skills.
Excellent critical thinking and time management skills.
Comfortable navigating the unknown.
Excellent documentation skills both conversational and technical.
The ability to communicate technical information to non-technical audience.
2+ years of call center experience handling inbound/outbound calls in high-volume settings.
CRM and Salesforce experience preferred.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

system analysistesting techniquestroubleshootingproblem resolutioncase managementdocumentationuser trainingKCS practicesSaaScyber security

Soft Skills

client advocacycommunicationcritical thinkingtime managementindependent actioncollaborationcustomer serviceadaptabilitydetail-orientedcustomer experience improvement