IT Support Engineer

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. 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. 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. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community. 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. 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. 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. 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. Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms. 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). 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.