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Smarsh · 3 hours ago

Technical Support Engineer II

Atlanta

Full-time

Hybrid

Entry, Mid Level

$76K/yr - $84K/yr

2+ years exp

Smarsh is a company that empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Technical Support Engineer II to provide frontline support for Enterprise products, diagnose and resolve customer issues, and ensure high levels of customer satisfaction and loyalty.

EdiscoveryEnterprise SoftwareSaaS

No H1B

U.S. Citizen Only

Responsibilities

Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products

Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions

Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance

Routinely develops reproducible testcases

Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community

Actively diagnose, troubleshoot and resolve customer issues

Escalate cases as required based on customer business impact

Develop broad expertise for multiple assigned products to maximize first contact resolution

Build deep expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams

May be assigned to specialized teams or projects to leverage knowledge

Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty

Effectively manage cases to ensure timely customer status updates and ultimate resolution

May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues

Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue

Frequently engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure

Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher

May include KCS Coach role or Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company

Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources

Lead the identification and implementation of 'shift left' changes to increase resolution rate and accelerate time to resolution

May participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team

Advocate for product, policy and process improvements that improve the customer experience

May be assigned as Designated Support Engineer or Business Critical Support resource to specific accounts for premium offerings

Follow required polices and processes to maintain compliance with information security and data protection requirements

Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs

Other duties as assigned

Qualification

IT support experienceSaaS/Cloud application supportExpert diagnosis skillsNetworking experienceDatabase support experienceOn-premises support experienceIndustry certificationsCRM proficiencyJIRA/Confluence proficiencyTime management skillsCritical thinking skillsCommunication skills