Technical Support Engineer II

 

Smarsh is seeking a Technical Support Engineer II to provide expert-level technical support for all Smarsh products, ensuring quick and effective resolution of customer issues across various support channels.

This role requires a deep understanding of the product suite and a commitment to exceptional service quality, addressing customer inquiries, diagnosing issues, and providing solutions to maintain high customer satisfaction.

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.

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.

May serve as a designated engineer or Business Critical Support for premium accounts.

Other duties as assigned.

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.