smarsh

Sr. Technical Support Engineer I

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Smarsh is seeking a Sr. Technical Support Engineer to provide high-touch support to key customers, leading weekly status meetings and ensuring world-class service. This role involves managing complex cases, advocating for product improvements, and providing frontline support for mobile products. The engineer will diagnose and resolve advanced issues, manage escalations, and collaborate with SRE and Engineering teams to drive resolutions, contributing to customer satisfaction and loyalty.

Lead Full Stack Developer

<p class="my-4 text-gray-700 leading-relaxed"><strong>Who are we?</strong></p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">Smarsh is seeking a Sr. Technical Support Engineer to provide high touch support to our biggest and best customers. This role serves as a designated resource for dedicated customers and will lead weekly customer status meetings with key customer stakeholders. Beyond case management, this role ensures that our customers receive world class support.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Core Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Provide Business-Critical Support to specific accounts for premium offerings.</li><li class="leading-relaxed">Interact with all levels of leadership across Smarsh and clients as needed.</li><li class="leading-relaxed">Advocate for product, policy and process improvements that improve the customer experience.</li><li class="leading-relaxed">Provide frontline support role for Mobile products (SaaS-hosted and Application based). 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 test cases. May recommend code-level or configuration changes.</li><li class="leading-relaxed">Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues. Develop expertise for broad set of assigned Capture Mobile products to maximize first contact resolution.</li><li class="leading-relaxed">Apply product and industry expertise to actively diagnose, troubleshoot and resolve most complex/advanced customer issues. Escalate cases as required based on customer business impact.</li><li class="leading-relaxed">Influence the support organization to deliver 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">Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.</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">Will be assigned as designated Support Engineer to specific accounts for premium offerings.</li><li class="leading-relaxed">Regularly 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 Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS Coach role.</li><li class="leading-relaxed">Promote adoption and success of customers and partners using self-service offerings, including knowledge base, 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. Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.</li><li class="leading-relaxed">Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.</li><li class="leading-relaxed">Train and mentor peers to facilitate sharing of expert-level knowledge.</li><li class="leading-relaxed">Participate in a rotating weekend on call.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Required Experience/Skills</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Passion for helping customers succeed.</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">Self-directed and self-motivated with a demonstrable work ethic and ability to perform under pressure.</li><li class="leading-relaxed">Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.</li><li class="leading-relaxed">College degree in technology-related field is preferred, but equivalent industry/career experience is also considered.</li><li class="leading-relaxed">8+ years in a support delivery role or 12+ years industry/career equivalent experience.</li><li class="leading-relaxed">Requires advanced level IT, networking, database or SaaS/Cloud application support experience.</li><li class="leading-relaxed">Advanced level expertise as Subject Matter Expert for assigned focused technologies or products as point of escalation for frontline/backline teams.</li><li class="leading-relaxed">Previous Mobile Product Support and/or MDM experience preferred.</li><li class="leading-relaxed">Project and program management experience preferred.</li><li class="leading-relaxed">May require Green Card/US Citizenship for access to and handling of client data.</li></ul><p class="my-4 text-gray-700 leading-relaxed"><strong>About our culture</strong></p><p class="my-4 text-gray-700 leading-relaxed">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.</p>

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The Senior HR Operations Representative serves as a centralized resource for all employee inquiries and HR operational tasks. This role supports Tier 1 functions, responding to requests via phone, chat, and email, while processing HR transactions in the HCM and managing documentation. The Senior HR Operations Representative also performs key compliance and administrative duties, including employment verifications, payroll exception review, and data reporting to internal stakeholders.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Description</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>Location:</strong> Domino’s World Resource Center; 30 Frank Lloyd Wright Dr, Ann Arbor, MI 48105 (Remote Friday)</li><li class="leading-relaxed"><strong>Shift:</strong> Fulltime; Salary</li><li class="leading-relaxed"><strong>Job Posting Salary:</strong> $26.00/hr.- $28.00/hr., plus bonus.</li></ul><p class="my-4 text-gray-700 leading-relaxed">The Senior HR Operations Representative serves as a centralized resource for all employee inquiries and HR operational tasks. This role supports Tier 1 functions, responding to requests via phone, chat, and email, while processing HR transactions in the HCM and managing documentation. The Senior HR Operations Representative also performs key compliance and administrative duties, including employment verifications, payroll exception review, and data reporting to internal stakeholders.</p><p class="my-4 text-gray-700 leading-relaxed"><strong>Key Responsibilities</strong></p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Frontline Support & Intake</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Respond to incoming HR questions via phone, email, chat, and ticketing systems (e.g., ServiceNow)</li><li class="leading-relaxed">Triage non-HR Operations requests to appropriate teams (HRBPs, Payroll, Benefits, Talent, LOA, Employee Relations, Compensation or Leave of Absence teams)</li><li class="leading-relaxed">Educate employees on HR processes, policy interpretations, and available resources</li><li class="leading-relaxed">Answer general questions about company policies, HR procedures, and compliance expectations</li><li class="leading-relaxed">Sort and distribute incoming HR mail to the appropriate functional areas</li><li class="leading-relaxed">Guide employees through self-service tools for time, benefits, payroll, and profile management</li><li class="leading-relaxed">Complete Password resets and phone transfers</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Transactional Processing & Case Resolution</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Complete employment transactions (hires, promotions, transfers, terminations, manager changes, pay rate adjustments)</li><li class="leading-relaxed">Review and resolve payroll exceptions, coordinating with Payroll and HR business partners</li><li class="leading-relaxed">Respond to and fulfill employment verifications and support letter requests</li><li class="leading-relaxed">Process and mail medical support notices and ensure compliance with state requirements</li><li class="leading-relaxed">Resolve complex HR cases involving benefits, leave, job changes, or multi-team dependencies</li><li class="leading-relaxed">Maintain detailed documentation in the case management system and ensure timely case closure</li><li class="leading-relaxed">Complete I-9s for remote and office team members</li><li class="leading-relaxed">Maintain company compliance processes to include, but not be limited to, reviewing and completing I-9’s, MVRs, background checks, physicals, and drug tests</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Data Integrity, Reporting & Compliance</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Conduct audits and reconcile employee data across systems to ensure accuracy</li><li class="leading-relaxed">Maintain compliance dashboard, support audits, and track completion of required HR documentation</li><li class="leading-relaxed">Send out recurring dashboards and compliance-related reports to operations leaders, HRBPs, and other business units</li><li class="leading-relaxed">Support ad-hoc data requests for HR compliance, regulatory filings, or internal tracking</li><li class="leading-relaxed">Assist in updating SOPs, process guides, and the HR knowledge base</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Cross-Functional HR Support</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Serve as the central intake and coordination point for HR inquiries across all departments</li><li class="leading-relaxed">Escalate high-risk or sensitive issues appropriately while owning Tier 1 resolution paths</li><li class="leading-relaxed">Participate in open enrollment, year-end processing, and HR systems enhancements</li><li class="leading-relaxed">Support internal HR projects related to process improvement, automation, and employee experience</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Qualifications</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">High school diploma or GED required; associate or bachelor’s degree in HR or Business preferred</li><li class="leading-relaxed">1+ year in HR shared services, operations, or customer service environment</li><li class="leading-relaxed">Experience with HCM (PeopleSoft or another system) and case management systems (ServiceNow or another system) preferred</li><li class="leading-relaxed">Strong interpersonal skills, written and verbal communication, and a service mindset required</li><li class="leading-relaxed">Ability to multitask in a fast-paced, deadline-driven environment with confidentiality and accuracy</li><li class="leading-relaxed">Proficient in Microsoft Excel, Outlook, and Word</li></ul><p class="my-4 text-gray-700 leading-relaxed"><strong>Preferred Skills</strong></p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience processing job data changes and HR compliance documents</li><li class="leading-relaxed">Familiarity with payroll systems, leave administration, and benefit coordination</li><li class="leading-relaxed">Ability to interpret HR policies and procedures to assist with Tier 1 resolution</li><li class="leading-relaxed">Experience drafting or maintaining SOPs and HR process documentation</li><li class="leading-relaxed">Strong analytical mindset with an interest in improving HR operations through technology or process refinement</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Additional Information</h2><p class="my-4 text-gray-700 leading-relaxed">This position is hybrid and will be based in the Ann Arbor, MI office Monday-Thursday, remote on Friday.</p><p class="my-4 text-gray-700 leading-relaxed"><strong>All your information will be kept confidential according to EEO guidelines</strong></p>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

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Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

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Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.