Technical Support Engineer II

4 days ago

Bengaluru, Karnataka, India Smarsh Full time ₹ 12,00,000 - ₹ 36,00,000 per year
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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

  • Technical Support Engineer II

    1 week ago

    Bengaluru, Karnataka, India Zscaler Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    About ZscalerServing thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world's largest security cloud, Zscaler accelerates digital...

  • Technical Support Engineer II

    19 hours ago

    Bengaluru, Karnataka, India Progress Full time ₹ 7,50,000 - ₹ 15,00,000 per year

    We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.We're proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power...

  • Technical Support Engineer II

    22 hours ago

    Bengaluru, Karnataka, India Progress Full time ₹ 7,00,000 - ₹ 12,40,000 per year

    We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.    We're proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people...

  • Technical Support Engineer

    2 weeks ago

    Bengaluru, Karnataka, India Cybernetics Software Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Proficiency in operating systems (Windows)IISKnowledge of networking protocols, hardware troubleshooting, and software applications.Strong verbal and written communication skills.Technical adaptability and eagerness to learn.

  • Technical Support Engineer

    2 days ago

    Bengaluru, Karnataka, India Five9 Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...

  • Technical Support Engineer

    1 day ago

    Bengaluru, Karnataka, India Five9 Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...

  • Software Engineer II

    4 days ago

    Bengaluru, Karnataka, India Nike Full time ₹ 12,00,000 - ₹ 25,00,000 per year

    Software Engineer II, Cloud Platform EngineeringWho Are We Looking ForWe are looking for a Software Engineer II as part of our Cloud Platform Engineering team at Nike. The ideal candidate will be bringing deep technical expertise in Cloud Engineering to solve complex engineering problems to enable Nike's pursuit to deliver state of the art Enterprise Cloud...

  • Technical Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Testsigma Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About TestsigmaTestsigma makes it fast and easy for QA teams to run test automation at speed and scale without coding expertise. We do this by empowering everyone in the team to author test cases using plain English statements and run the tests across thousands of browsers and devices. Unlike legacy test automation frameworks, Testsigma does not require...

  • Technical Support Representative

    2 days ago

    Bengaluru, Karnataka, India JazzHR Support Hiring Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

    Employ is looking for a Technical Support Specialist to join our team in our Bangalore office. This person will provide technical guidance and support to our business and customers.    The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to...

  • IT Support Specialist II

    4 days ago

    Bengaluru, Karnataka, India Harness Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers' pace of innovation while improving the developer experience. We offer solutions for every step of the...