Technical Support Engineer II

Smarsh is the leader in communications compliance, archiving, and analytics. We provide compliance across the broadest set of communications channels with insights on what’s being captured. Smarsh customers manage over 500 million daily conversations across 80 channels and growing. Customers include the top 10 U.S., top 8 European, top 5 Canadian, and top 3 Asian banks. The Smarsh advantage is customers stay ahead of compliance and uncover patterns and relationships hidden within their data.

At Smarsh, we’ve been helping our customers manage new forms of communication since 1998. We work closely with regulators including the SEC, FINRA, IIROC, PRA, FCA and with our customers, to ensure they understand capabilities of today’s technology and our platform meets their most stringent requirements. Our products include Connected Capture, Connected Archive, Web Archive & Business Solutions.

About the Team

This position involves being part of a global follow-the-sun support team with a Monday-Friday 7:30AM - 4:30PM shift timing. This position is Bangalore based as it is a hybrid office role requiring office attendance on Monday, Wednesday, and Friday.

Roles & Responsibilities

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 (Subject-Matter-Expert) 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 knowledgebase, 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.

Required technical skills

Strong troubleshooting skills at the network layer.

Basic MS-SQL syntax and connection troubleshooting skills.

SaaS/Cloud application support experience.

Some Phone/Mobile application support (Android/iOS) support experience is desirable.

Some on-premise support experience highly preferred.

Experience with support tools like Postman, Command line functions, PowerShell scripting, and Excel (ability to use/create macros and formulae).

Desired skills & experience

College degree in technical related field or industry/career equivalent experience.

Minimum of 6 years industry/career experience with 3 years in a support delivery role.

Passion for helping customers succeed.

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.

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.

Smarsh?

Ready to join a thriving tech company that’s redefining digital archiving and business intelligence? Smarsh is the leading comprehensive archiving platform. Recognized as one of today’s fastest growing companies in the U.S., Smarsh delivers innovative cloud-based solutions that help organizations manage and enforce flexible and secure records retention and compliance strategies for electronic communications, including social media and enterprise social networks (Yammer, Chatter, Facebook, LinkedIn and more). motto is ‘People First. Inspire Confidence. Embrace the Impossible.’ We hire lifelong learners who have a passion for their discipline and a track record of excellence. To learn more about us, visitwww.smarsh.com/careers