Sr. Technical Support Engineer I

About the position

Smarsh seeks a Sr. Technical Support Engineer to provide high touch support to our biggest and best customers. This role involves providing frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products. The engineer will work on complex assignments requiring independent action and a high degree of initiative in resolving problems and developing solutions. Responsibilities include identifying the root cause of software or system issues, developing reproducible test cases, and recommending code-level or configuration changes. The engineer will ensure adherence to SLAs for support coverage and resolution of customer cases, participate in bridge calls for system outages, and develop expertise in assigned products to maximize first contact resolution. Additionally, the role involves managing customer escalations, logging and tracking cases using Salesforce, and engaging with SRE and Engineering teams to drive issue resolution. The engineer will also promote self-service offerings, lead identification and implementation of support process improvements, and train and mentor peers.

Responsibilities

• Provide frontline support for Enterprise products or backline support for SaaS-hosted solutions.
• Independently identify root causes of software or system issues and develop solutions.
• Ensure team adherence to SLAs for support coverage and timely resolution of customer cases.
• Participate in bridge calls for system outages or critical production issues.
• Develop expertise in assigned products to maximize first contact resolution.
• Manage customer escalations and coordinate 3rd party support for critical accounts.
• Log and track cases using Salesforce, maintaining detailed documentation.
• Engage with SRE and Engineering teams to drive resolution of issues.
• Capture, reuse, and share knowledge using KCS practices.
• Promote adoption of self-service offerings, including knowledge base and training resources.
• Lead identification and implementation of support process improvements.
• Participate in readiness planning for new product introductions.
• Train and mentor peers to share expert-level knowledge.
• Provide Business-Critical Support to specific accounts for premium offerings.
• Advocate for product, policy, and process improvements.

Requirements

• Passion for helping customers succeed.
• Excellent verbal, written, and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• Time management and critical thinking skills.
• Self-directed and self-motivated with a strong work ethic.
• Proficient in using CRM systems, Microsoft applications, JIRA/Confluence.
• College degree in a technology-related field preferred, or equivalent experience.
• 3+ years in a support delivery role or 8+ years industry experience.
• Advanced level IT, networking, database, or SaaS/Cloud application support experience.
• Advanced level expertise as Subject Matter Expert for assigned technologies.
• On-premise support experience preferred.
• Project and program management experience preferred.
• Industry certifications in Linux, RDBMS, AWS preferred.
• May require US Citizenship for access to client data.

Nice-to-haves

• On-premise support experience preferred.
• Project and program management experience preferred.
• Industry certifications in Linux, RDBMS, AWS preferred.

Benefits

• Salary range of $90,000 - $110,000 per year.
• Any applicable bonus programs will be discussed during the recruiting process.
• Local cost of living assessments for new hires at the time of offer.