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.
About the team
Ready to join a thriving tech company that’s redefining digital archiving, social media governance, and business intelligence? Smarsh, a global leader in communication, collaboration, and social media governance for the enterprise platform, is seeking a Technical Support Engineer - II to join our Worldwide Customer Support team. This position involves rotational shifts both weekdays & weekends between 7 AM to 11 PM. This position is available in Bangalore, India.
As a Technical Support Engineer - II, you will utilize your passion for technical support and customer success organization to help our highly valued customers succeed with our SaaS and Software solutions. TSE’s are expected to demonstrate a high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions. This is a customer-facing role in a very collaborative environment and therefore it requires strong inter-personal skills. 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.
Responsibilities
- Research, reproduce, troubleshoot, and solve highly challenging technical issues
- You will provide thoughtful direction and support for technical inquiries
- Expected to manage workload in a fast-paced environment and be proactive with customer issues
- Participate in weekend Maintenance Window and/or Major Incident activity and manage all internal and external communications
- Outstanding attention to detail and high personal character
- You will reproduce customer issues and log tickets with engineering
- You will create and submit documentation and knowledgebase articles to empower customer self-service and enable their success with our solutions
- You will work closely with Engineering, QA, Consulting Services, Dev Ops, and Product Management on a variety of tasks. Sometimes you will work with similar cross-functional teams from partner organizations
- 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
- You might be asked to serve as a Technical Account Manager for our largest enterprise customers and partners. They will look to you for technical guidance
- Participation in on-call rotation for holiday and/or weekend support coverage (As needed)
- Manage daily support shift turnover meetings and hand-off of critical issues between shifts
- You will collaborate and contribute to Support Team infrastructure tools and processes
Desired skills & experience
- 5+ years’ experience in a client-facing role preferred
- BS/MS in Computer Science, or equivalent job experience preferred
- Ability to diplomatically address customer concerns and provide feedback
- Exceptional soft skills and customer service
- A strong understanding of ITIL methodology (Major Incident Management; Service Request vs Major Incident)
- A good understanding and experience with Unified Communications, Enterprise Social Software, Community Networks, Data Archiving, and Public Instant Messaging applications
- Strong Windows Server or Linux skills – navigation and tools
- Strong understanding of directory servers and Azure AD
- Strong understanding of SQL Server and/or another RDBMS
- Experience working with team members in different geographic locations and time zones
- Able to debug and identify network issues
- Strong personal commitment to quality and customer service
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Ability to work with high-value customer administrators and developers
- Excellent time management skills
- Experience with cloud-based long-term e-mail and data archiving solutions is preferred, i.e. Smarsh, Global Relay, HP Autonomy, Symantec Enterprise Vault, ZL Technologies, Iron Mountain
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.
