Technical Support Engineer II

Technical Support Open, Any


Position at Smarsh

Technical Support Engineer II

Technical Support, Remote, US


Description

Technical Support Engineer II – Mobile Products

 
Company Description

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, and the PRA and FCA, and with our customers, to ensure that they understand the capabilities of today’s technology and that our platform meets their most stringent requirements. Our products include Connected Capture, Connected Archive, Web Archive & Business Solutions.
 

Role

As a Technical Support Engineer for our Mobile Capture Products, you will be working directly with the technical staff of our most strategic and key customers to resolve issues and help them to be successful capturing & archiving their mobile communications with our SaaS-based Mobile Solutions. You will constantly demonstrate passion for service, critical thinking skills and extreme ownership of your assigned cases submitted through our Customer Portal into Salesforce.

The candidate should be capable of managing multiple priorities in a fast-paced environment and use proper discretion in evaluating/escalating customer issues and diffusing difficult situations. This is a customer-facing role in a very collaborative environment and therefore it requires strong inter-personal skills, a ‘take charge’ attitude with strong customer relationship management. You will work with our customers' and partners', to resolve complex problems with potentially very costly and far-reaching consequences. The successful candidate will be able to quickly gain an understanding of the Smarsh platform.

The role requires the candidate to interface with Engineering, QA, Consulting Services, Dev Ops, Sales, Customer Success and Product Management teams and Partners to ensure a positive customer outcome.

 

Responsibilities

  • Build deep expertise as Subject Matter Expert for assigned products.
  • Work with multiple customers, understanding their unique configurations, build & manage relationships and become their trusted partner for technical issues
  • Advise the customer’s engineering and operations teams regarding standard tasks and maintenance.
  • Utilize active listening and diagnostic skills to ascertain the root cause of software or system issues and work independently, or with others, to implement solutions.
  • 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 using Jira and Slack to drive resolution of issues and Major Incident activity, handling all customer-facing communications to set clear expectations through closure.
  • Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices. Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
  • Follow required polices and processes to maintain compliance with information security and data protection requirements.
  • Expected to manage workload in a fast-paced environment and be proactive with customer issues
  • Potential to participate in the off hours maintenance if required
  • You will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve the customer experience

 

Desired skills & experience

  • Minimum of 3 years of experience in technical support for enterprise customers in a SaaS environment.
  • College degree in technical related field or industry/career equivalent experience is preferred.
  • Ability to diplomatically address customer concerns and provide feedback
  • Exceptional soft skills and customer service
  • A general understanding of SQL and/or NoSQL enterprise scale databases
  • Ability to write simple SQL queries to extract information for troubleshooting complex issues.
  • Experience with extensive real time application log analysis like CloudWatch, Splunk etc.
  • Knowledge on AWS console and services, Windows Network environment and Unix/Linux,
  • Experience with SSL Certificates, Networking Troubleshooting, Packet sniffing, Proxy servers.
  • An understanding and experience with Mobile/Unified communications, Enterprise Social Software, Community Networks, Data Archiving, and Public Instant Messaging applications
  • Ability to understand Product Architecture.
  • Experience with hosted applications and maintaining cloud infrastructure.
  • Fluency in an additional language (French, German, Spanish) not essential but would be a bonus

General Required Competencies

  • Strong technical competency
  • Experience troubleshooting technical solutions
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems in terms that are understandable to non-technical teams
  • Proven customer interaction, organization, and problem-solving skills
  • Experience assessing situations, responding appropriately, and providing solutions
  • Focus on quality and stability
  • Solution driven – ability to listen to concerns, assess situations and respond appropriately

 

Why 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).

Our 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, visit www.smarsh.com/careers