Technical Support Engineer II

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.

Must Have

• Frontline or Backline support for Enterprise products or SaaS-hosted solutions.
• Independently identify root cause of software or system issues.
• Adhere to SLAs for support coverage.
• Actively diagnose, troubleshoot, and resolve customer issues.
• Effectively manage cases, providing timely customer status updates.
• Log and track cases using Salesforce with detailed documentation.
• Engage with SRE and Engineering teams for issue resolution.
• Capture, reuse, and share knowledge using KCS practices.
• Minimum of 6 years industry/career experience with 3 years in a support delivery role.
• Deep IT, networking, database or SaaS/Cloud application support experience.
• Excellent verbal, written and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• Time management and critical thinking skills.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence.
• Strong troubleshooting skills at the network layer.
• Basic MS-SQL syntax and connection troubleshooting skills.
• SaaS/Cloud application support experience.
• Experience with support tools like Postman, Command line functions, Powershell scripting, and Excel.

Good to Have

• Industry certifications in Windows, Linux, RDBMS, AWS.
• On-premises support experience.
• Phone/Mobile application support (Android/iOS) experience.

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 team

Ready 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.

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.

Desired skills & experience

• College degree in technical related field or industry/career equivalent experience.
• Minimum of 6 years industry/career experience with 3 years in a support delivery role.
• Passion for helping customers succeed.
• Deep IT, networking, database or SaaS/Cloud application support experience. On-premises support experience highly desirable
• Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
• Excellent verbal, written and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• Time management and critical thinking skills.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Required technical skills

• Strong troubleshooting skills at the network layer.
• Basic MS-SQL syntax and connection troubleshooting skills.
• SaaS/Cloud application support experience.
• Some Phone/Mobile application support (Android/iOS) support experience is desirable.
• Some on-premises support experience highly preferred.
• Experience with support tools like Postman, Command line functions, Powershell scripting, and Excel (ability to use/create macros and formulae).

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.