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Sr. Technical Support Engineer I
SmarshRegulatory Compliance company
Atlanta, United StatesSenior
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About the role
TL;DR
Provide advanced technical support for Smarsh products and services, resolving complex issues.
- •Smarsh empowers regulated industries to manage risk and unleash intelligence in their digital communications.
- •This role provides industry-best service to customers and partners using Smarsh products and services, focusing on rapid resolution of inbound requests.
- •Key Responsibilities Provide frontline or backline support for Enterprise products or SaaS-hosted solutions.
- •Independently diagnose, troubleshoot, and resolve complex software or system issues.
- •Ensure adherence to SLAs for support coverage and timely resolution of customer cases.
- •Develop expertise for assigned products to maximize first contact resolution and act as a Subject-Matter-Expert.
- •Manage cases, lead escalations, and coordinate with 3rd party support for critical accounts.
- •Requirements College degree in a technical field or equivalent experience.
- •Minimum of 5 years in a support delivery role or 8+ years industry equivalent experience.
- •Advanced level IT, networking, database, or SaaS/Cloud application support experience.
- •Excellent verbal, written, and interpersonal communication skills with expert-level diagnosis and problem-solving abilities.
- •Proficient in CRM business systems, Microsoft business applications, Jira/Confluence, and related platforms.
Required skills
LinuxAWSSalesforceJiraConfluence
Nice-to-have skills
Project Management
Tech stack
SalesforceJiraConfluenceLinuxAWS