Technical Support Engineer I

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.

Summary

Smarsh is seeking a Technical Support Specialist to join our Client Services team. This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow. The Technical Support team is closely aligned with providing excellent client service, supporting each other, and enjoying the challenge of solving various technology problems. We believe job satisfaction comes from being able to do what you love while working with other talented people, and not forgetting to have fun along the way.

Interactions can range from an end user having trouble logging in to the CEO of a multi-national corporation requesting a critical data report to answer a timely litigation case. Teamwork is imperative in handling the wide range of situations we can encounter—we are lively, collaborative, and work in a fast-paced environment. The most successful team members serve as an advocate to our clients by evaluating and dynamically prioritizing to make sure the most critical actions get addressed appropriately.

How will you contribute?

• Process downgrades and cancellations for any Smarsh products.
• Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
• Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
• Capture, reuse and share knowledge using Confluence.
• Technical and relational mentor to others processing downgrades and cancellations.
• Utilize access to multiple platforms to perform backend work related to teardowns.
• Engage with Engineering teams using Jira and Slack to drive resolution of tickets.
• Handling calls and incoming support cases.

What will you bring?

• 5 or more years of customer service experience.
• Ability to understand complex issues and communicate them to client in a clear and accessible manner.
• Ability to understand implementation processes and application consoles.
• Experience troubleshooting technical solutions.
• Exceptionally detail-oriented, accurate, and thorough.
• Strong documentation skills are essential in this role.
• Strong technical competency.
• Ability to identify opportunities for process improvement.
• Experience assessing priority and urgency.