Technical Support Engineer II

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 role

Smarsh is seeking a Technical Support Engineer to join our Mobile Capture Support team. You will be responsible for reviewing tickets submitted through our Salesforce and ensuring quick response and follow-up with our customers and partners
Responsibilities
Receive, review, analyze, and troubleshoot system issues reported to you directly or through Salesforce
Advise the customer’s engineering and operations teams regarding standard tasks and maintenance
Work with the Product Engineering teams to escalate issues when appropriate
Provide consultation and training services as contracted by customers
Develop and run reports, track and log issues within our Salesforce system
Active participation in Knowledge Centered Service (KCS), up to and including Publisher certification
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
Advocate for product, policy and process improvements that improve the customer experience
Follow required polices and processes to maintain compliance with information security and data protection requirements
Desired skills & experience
College Degree in technical field or industry/career equivalent experience.
5 plus years in a support delivery role or industry/career equivalent experience.
Passion for helping customers succeed.
Experience Supporting Mobile Device-based applications
Networking, database or SaaS/Cloud application support experience.
Excellent verbal, written and interpersonal communication skills.
Advanced level diagnosis and problem-solving abilities.
An understanding and experience with Mobile/Unified communications, Enterprise Social Software, Community Networks, Data Archiving, and Public Instant Messaging applications
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
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.