Smarsh

Support Engineer

• 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.

Senior Technical Support Engineer I

Consultant

• A Supervision Consultant combines supervision and compliance services, customer success, and business development.
• Assist in day-to-day delivery and growth of Smarsh Supervision Services.
• Work closely with customers and internal partners to enable best-in-class supervision programs.
• Onboard and serve as a primary point of contact for Assisted Review clients.
• Serve as a sales support resource, including sales call support, driving sales opportunities in existing and new clients, SOW review and delivery.
• Drive business development through client growth and service expansion.
• Build and maintain advanced knowledge of regulatory policies and procedures, including FINRA.
• Partner with legal, compliance, and business partners on process changes and regulatory expectations.
• Meet with customers to support and implement supervision services, consult on best practices, and develop supervision workflows.
• Implement and refine supervision policies to ensure compliance with legal and regulatory requirements.
• Setup searches, queues, tags, and other attributes in Smarsh platforms.
• Analyze customer data, transactional activity, and procedural documentation to determine adherence to best practices.
• Conduct compliance reviews and analysis of regulatory compliance policies for the Assisted Review service.
• Prepare, proofread, and distribute confidential reports, correspondence, and forms.

Professional Services Consultant – Supervision

Financial Planning and Analysis

• Work directly with customers, sales teams, sales leaders, services/support teams, and business unit leaders to advise on deal structures, establish compelling commercials, and drive closure of customer issues.
• Develop product knowledge and work with product and solutions delivery teams to help define commercial offerings.
• Understand the business and technical requirements of our customers and partners, advising sales teams on the best approach (balancing risk between custom terms and internal system limitations).
• Work cross-functionally to develop global mechanisms for deal management and sizing (sales intake, approval matrixes, systems of record, contracting mechanisms, billing enablement, new commercial constructs, and booking valuation policies).
• Evaluate and model pricing proposals for new and existing offerings based on customer requirements and in accordance with business processes and solutions.
• Prepare cost models, margin assessments, and booking valuations for review and approval by Smarsh leadership.
• Provide input to produce required documentation for new services, extensions and renewals.
• Provide administrative support for effective management and tracking of pricing proposals, booking valuations, and approval decisions.
• Operate as a team member supporting a global consulting and sales operation to advise on methods to improve business processes through interaction with order management, sales operations, revenue operations and finance teams ensuring alignment on opportunities and supporting reporting, quoting and booking processes. Support complex negotiations involving bespoke commercial and legal agreements.
• Quickly build credibility and trust with internal customers.
• Provide strong support, communication, and persuasion skills including cross-functional teams and senior leaders.
• Other Duties as Assigned.

Senior Technical Support Engineer I

Professional Services Consultant – Supervision

Finance Manager