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Smarsh

Technical Support Engineer II

Smarsh

Technical Support Engineer I providing high touch support to major customers at Smarsh. Collaborating with internal teams and managing customer cases in Salesforce.

Posted 7/20/2026full-timeHeredia • 🇨🇷 Costa RicaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in troubleshooting complex issues within SaaS hosted Enterprise Products, with a strong background in IT, networking, and database support. Proficient in managing customer cases through CRM systems while maintaining effective communication and documentation.

Highest-signal resume keywords
SaaS SupportSalesforce ManagementProblem-SolvingCustomer Support ExperienceTechnical Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingTest Case DevelopmentIT SupportNetworkingDatabase ManagementSaaS SupportCloud SupportOn-Premise Support
Soft Skills
Critical ThinkingCommunicationTime Management
Tools & Technologies
SalesforceMicrosoft ApplicationsJIRAConfluence
Certifications & Qualifications
WindowsLinuxRDBMSAWSKubernetes
Industry Keywords
FintechRegtech

Tech Stack

Tools & technologies
AWSCloudKubernetesLinuxRDBMS

About the role

Key responsibilities & impact
  • 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.

Requirements

What you’ll need
  • Bachelor’s degree in a technical field or equivalent experience.
  • 3+ years in Customer support roles or 6+ years of industry experience.
  • Strong IT, networking, database, or SaaS/cloud support background, on-premise support is a plus.
  • Desirable certifications include Windows, Linux, RDBMS, AWS, Kubernetes.
  • Strong problem-solving, communication, and time management skills.
  • Proficiency in CRM systems like Salesforce, Microsoft applications, and JIRA/Confluence.
  • Knowledge in Fintech and Regtech domains is desirable.

Benefits

Comp & perks
  • Collaborate with SRE and Engineering teams to resolve escalations and set customer expectations accordingly.
  • Share knowledge using Knowledge-Centered Service (KCS) best practices and support “shift left” improvements.
  • Drive high levels of customer satisfaction and long-term loyalty by taking extreme ownership and by having a positive mindset.
  • Contribute to product, policy, and process enhancements to improve customer experience.