Support Engineer (Java) at 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   We are looking for a highly skilled Java Developer to join our R&D Server team. In this role, you will design and develop both new and existing product capabilities, working across a diverse set of technologies and architectures. This position also provides the opportunity to develop and support services within our federal enclave environment, alongside our cloud based workloads. Developing and supporting features within our federal enclave environment, requiring careful attention to compliance, security, and constrained deployment workflows. Building, enhancing, and maintaining services in our AWS-based production environment, leveraging modern cloud-native tooling and infrastructure. The ideal candidate is someone who loves to self-learn, shares expertise with peers, and thrives in an Agile, collaborative, and warm team environment.   Our tech stack includes Redis, Oracle, PSQL, Kafka, Spring, Microservices, Docker, Kubernetes, AWS, Jenkins, Grafana, ELK, Maven, and GitHub.   How will you contribute? Technical Investigation & Incident Management • Diagnose, reproduce, and analyze highly technical product issues reported from the field across both the federal enclave and AWS production environments. • Lead root cause investigations, document findings, and partner with engineering teams to implement corrective actions. • Monitor and analyze production performance indicators, logs, telemetry, and alerts from multiple environments. • Provide technical summaries and incident reports to engineering leadership and escalation managers. Collaboration with R&D • Work closely with development teams to understand new features, architectural changes, and potential failure points. • Partner with QA to validate fixes, verify edge-case scenarios, and enhance test coverage around recurring incidents. • Provide feedback based on real-world usage and cross environment incident patterns to reduce regressions. Tools, Automation & Process Improvement • Build and maintain debugging tools, scripts, dashboards, and test harnesses that improve troubleshooting in both secure and cloud environments. • Identify recurring issues and propose enhancements to observability, stability, and supportability. • Improve internal processes for incident handling, cross-team communication, and reporting. Cross-Functional Communication • Serve as the technical escalation point for Support teams, delivering deep-dive explanations and guidance. • Translate complex technical findings into clear, actionable insights for both technical and non-technical stakeholders. • Participate in on-call rotations as needed. What will you bring? Must have • 3+ years of experience in technical support, DevOps, SRE, QA, or an R&D-adjacent engineering role. • Strong troubleshooting skills across distributed systems, APIs, microservices, or cloud environments. • Hands on experience with logs, debugging tools, and monitoring platforms (e.g., Kibana, Grafana, Datadog, Splunk). • Solid scripting/coding ability (Python, Bash, PowerShell, or similar). • Excellent communication skills; able to articulate complex problems clearly. • Ability to work across secure and cloud environments, including adapting workflows for federal enclave constraints Nice to have • Experience working in or supporting federal enclave / restricted-access environments. • Experience supporting a FedRAMP certified product in production. • Experience with CI/CD pipelines and build/test automation. • Familiarity with Docker, Kubernetes, or cloud platforms (Azure, AWS, GCP). • Background in incident management, postmortems, or SRE best practices. • Understanding of networking, databases, and API debugging tools (Postman, Fiddler, etc.). 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.