Technical Support Engineer II - smarsh

Who are we?

Smarsh empowers its customers to manage risk and unleash 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.

Summary

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.

How will you contribute?

• 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.

What will you bring?

• 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.

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 t