Sr. Technical Support Engineer I (Enterprise Business Critical Support) at smarsh

smarsh

Atlanta·18h ago

SeniorFull-timePythonJavaAWSGCPAzureKubernetesElasticsearchGitAIML

Salary Range

$90,000 - $115,000 /year

About the Role

Smarsh is seeking a Technical Support Engineer to provide high touch support to their biggest customers. This role serves as an Account Manager for dedicated customers and will lead weekly customer status meetings.

Key Responsibilities

→Provide business-critical support to specific accounts for premium offerings
→Interact with all levels of leadership across Smarsh and clients
→Advocate for product, policy and process improvements
→Provide frontline support for Enterprise products or backline support for SaaS-hosted solutions
→Ensure team adherence to SLAs for support coverage
→Apply product and industry expertise to diagnose and resolve complex customer issues
→Lead customer escalations or 3rd party support coordination
→Log and track cases using Salesforce
→Capture, reuse and share knowledge using KCS practices
→Promote adoption of self-service offerings
→Train and mentor peers

Requirements

✓7+ years in a support delivery role or equivalent experience
✓Advanced level IT, networking, database or SaaS/Cloud application support experience
✓Expert level diagnosis and problem-solving abilities
✓Excellent verbal, written and interpersonal communication skills
✓Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence
✓SQL and RDBMS exposure, Linux, Elasticsearch
✓College degree in technology-related field preferred
✓On-premise support experience preferred
✓Project and program management experience preferred
✓US Citizenship may be required for handling client data