smarsh

Technical Support Engineer II

Sr. Manager, Brand, PR & Communications

Lead Platform Engineer

Principal Enterprise Data Architect

Accounting Manager

Sr. Website Performance & Optimization Manager

Cloud Platform Engineer – Information Security

Channel Partner Success Manager - Unified Communications (UC)

Senior Technical Product Manager - Observability Platform & Products

Smarsh empowers organizations in regulated industries to manage risk and unleash intelligence in their digital communications. They are a global leader in digital archiving, social media governance, and business intelligence. The Technical Support Engineer II will join the Worldwide Customer Support team in Bangalore, India, working rotational shifts. This role involves providing frontline or backline support for SaaS and software solutions, diagnosing and resolving complex customer issues, and ensuring customer success.

Platform Engineer- AI

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 teamReady to join a thriving tech company that’s redefining digital archiving, social media governance, and business intelligence? Smarsh, a global leader in communication, collaboration, and social media governance for the enterprise platform, is seeking a Technical Support Engineer - II to join our Worldwide Customer Support team. This position involves rotational shifts both weekdays & weekends between 7 AM to 11 PM. This position is available in Bangalore, India.As a Technical Support Engineer - II, you will utilize your passion for technical support and customer success organization to help our highly valued customers succeed with our SaaS and Software solutions. TSE’s are expected to demonstrate a high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions. This is a customer-facing role in a very collaborative environment and therefore it requires strong inter-personal skills. You will work with our customers' and partners', to resolve complex problems with potentially very costly and far-reaching consequences. The successful candidate will be able to quickly gain an understanding of the Smarsh platform.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.</li><li class="leading-relaxed">Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.</li><li class="leading-relaxed">Develop broad expertise for multiple assigned products to maximize first contact resolution.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.</li><li class="leading-relaxed">Effectively manage cases to ensure timely customer status updates and ultimate resolution.</li><li class="leading-relaxed">May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues.</li><li class="leading-relaxed">Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.</li><li class="leading-relaxed">Frequently engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.</li><li class="leading-relaxed">Lead the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution.</li><li class="leading-relaxed">May participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.</li><li class="leading-relaxed">Advocate for product, policy and process improvements that improve the customer experience.</li><li class="leading-relaxed">May be assigned as Designated Support Engineer or Business Critical Support resource to specific accounts for premium offerings.</li><li class="leading-relaxed">Follow required polices and processes to maintain compliance with information security and data protection requirements.</li><li class="leading-relaxed">Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.</li><li class="leading-relaxed">Other duties as assigned.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Desired skills & experience</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">College degree in technical related field or industry/career equivalent experience.</li><li class="leading-relaxed">Minimum of 6 years industry/career experience with 3 years in a support delivery role.</li><li class="leading-relaxed">Passion for helping customers succeed.</li><li class="leading-relaxed">Deep IT, networking, database or SaaS/Cloud application support experience. On-premises support experience highly desirable</li><li class="leading-relaxed">Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.</li><li class="leading-relaxed">Excellent verbal, written and interpersonal communication skills.</li><li class="leading-relaxed">Expert level diagnosis and problem-solving abilities.</li><li class="leading-relaxed">Time management and critical thinking skills.</li><li class="leading-relaxed">Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Required technical skills</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strong troubleshooting skills at the network layer.</li><li class="leading-relaxed">Basic MS-SQL syntax and connection troubleshooting skills.</li><li class="leading-relaxed">SaaS/Cloud application support experience.</li><li class="leading-relaxed">Some Phone/Mobile application support (Android/iOS) support experience is desirable.</li><li class="leading-relaxed">Some on-premises support experience highly preferred.</li><li class="leading-relaxed">Experience with support tools like Postman, Command line functions, Powershell scripting, and Excel (ability to use/create macros and formulae).</li></ul>About our cultureSmarsh 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.

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AIFund

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AI Fund is seeking an experienced Assistant General Counsel to serve as a strong #2 to the General Counsel. This role involves working with cross-functional teams and portfolio startups, handling all legal matters professionally. Responsibilities include drafting and reviewing legal documents, ensuring regulatory compliance, and maintaining company policies. The AGC will also incorporate new startups, negotiate contracts, streamline processes, and support the General Counsel on special projects, developing a deep understanding of venture studio and venture capital operations.

Head of AI

Applied AI Engineer

Sr. Executive Recruiter

Business Development Manager

Head of Engineering (Quench)

Head of Engineering (Ayama)

Developer Advocate

AI Fund is an early stage venture studio founded by Dr. Andrew Ng in 2017. Our portfolio companies utilize AI technology and applications to improve processes and efficiency. The AI Fund team combines their experiences as AI pioneers, entrepreneurs, venture capitalists, investors, and operators.We’re looking for an experienced attorney to join us as a strong #2 to our General Counsel. As Assistant General Counsel, you will work with all cross-functional teams within our organization as well as startups in our growing portfolio of companies to ensure that all legal matters are handled in a professional and efficient manner. The Assistant General Counsel will also be responsible for drafting and reviewing legal documents, overseeing regulatory compliance, and reviewing and maintaining company policies and procedures.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You Will be Doing:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Incorporate and prepare legal documentation in connection with establishing and investing in new startups</li><li class="leading-relaxed">Review, draft, and negotiate contracts; develop and continue to improve templates for contracts that are used repeatedly in our work process. Contracts include corporate formation documentation, investment documents, NDAs, MSAs, consulting agreements, and licensing agreements.</li><li class="leading-relaxed">Create templates and playbooks to streamline cross-functional collaboration and raise awareness on relevant issues and processes</li><li class="leading-relaxed">Serve as the primary legal point of contact for our team, including build/investments, recruiting, marketing, finance, and operations</li><li class="leading-relaxed">Support General Counsel on special projects</li><li class="leading-relaxed">Develop a deep understanding of venture studio and venture capital operations and the landscape in which we operate</li><li class="leading-relaxed">Identify, design, and lead initiatives where efficiencies can be gained through technology implementation and automation, or process improvement</li><li class="leading-relaxed">Work with outside counsel to manage legal matters requiring specialized expertise or resources</li><li class="leading-relaxed">Develop and implement legal policies and procedures to ensure compliance with applicable laws and regulations</li><li class="leading-relaxed">Monitor legal developments that might impact us, such as changes to laws and regulations, and advise and make recommendations on how to adapt</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You Must Bring:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum 3 years of relevant legal experience, including minimum of 1 year of law firm experience</li><li class="leading-relaxed">JD (or equivalent) degree from an accredited law school.</li><li class="leading-relaxed">Experience with technology startups or venture capital is preferred, as well as intellectual property, employment and data security law.</li><li class="leading-relaxed">Process, detail-oriented and enjoys the responsibility that comes with a regulated, innovative, and fast-paced environment</li><li class="leading-relaxed">You thrive at building relationships and delivering complex information in an understandable way</li><li class="leading-relaxed">Prior experience managing tight deadlines from multiple business stakeholders</li><li class="leading-relaxed">Excellent judgment, communication, and organizational skills</li></ul>At AI Fund, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. AI Fund believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Selection for employment is decided on the basis of qualifications, merit, and business need.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Data Structures and Algorithms

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