Technical Support Engineer - Team Lead

Technical Support Open, Any


Position at Smarsh

Technical Support Engineer – Team Lead

Summary/Objective

Technical leadership role that provides coaching and support delivery oversight to a team of Support Engineers for assigned products. Focus is to ensure response coverage, rapid resolution of customer and partner issues, and overall readiness for the team to perform at a high level. Escalation resource for the team, operating across all needed functions in the company and with 3rd party partners. Support delivery
spans all assisted and digital support channels.

Essential Functions
• Works independently requiring minimal supervision.
• Share expertise across team as recognized technical expert (SME) in assigned products.
• Set example and high standard for delivery of quality service to customers and partners to maximize customer satisfaction and long-term loyalty.
• Provide technical leadership and operational guidance to peer group.
• Actively own, manage, and directly resolve customer cases as required.
• Help plan and update global resource coverage model to ensure adherence to SLAs/SLOs.
• Determine and deliver against readiness requirements for new product introductions, significant feature enhancements, or changes in delivery models. May include training development and delivery.
• Monitor case management and quality of customer interactions, providing feedback to management and coaching to team members.
• Serve as a cross-functional focal point for assigned products to drive problem resolution, influences product improvements through voice of customer feedback.
• Build relationships with key 3rd Party contacts as required to help manage escalations and problem resolution.
• Active participation in Knowledge Centered Service (KCS), up to and including Publisher certification. 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.
• Advocate for product, policy and process improvements that improve the customer experience.
• Business analysis and reporting to identify and drive operational improvements.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Other duties as assigned.

Supervisory Responsibility

  • This position has no direct supervisory responsibilities. Provides daily operational feedback and coaching
  • Across the team to drive performance and best practices for support delivery. May include assignment ofcases to team members as required.

Position Type
This is a full-time salary and exempt position. May require working shifts outside of regular business hours (including after hours or weekends) or as needed to help address escalations or occasional gaps in coverage.

Travel

Occasional travel may be required, estimated to be <10%.

Education and Experience

• College Degree in technical field or industry/career equivalent experience.
• 3-5 years in a support delivery role or 8 plus years industry/career equivalent experience.

Additional Eligibility Qualifications

• Passion for helping customers succeed.
• Requires 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.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Work Authorization/Security Clearance (if applicable)

May require US Citizenship for access to and handling of client data.

WhySmarsh?

Smarsh empowers its customers to manage the risk and unleash the intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels, before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.  

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