Technical Support Engineer I

Job Description

Job Description

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 Engineer to join our Client Services team. In this role, you will manage customer account changes, including product downgrades and cancellations, while ensuring adherence to established policies and processes that minimize operational risk and prevent unintended service disruptions. You will work closely with customers, Support, Engineering, and other cross-functional teams to resolve complex issues, drive cases to completion, and maintain accurate documentation throughout the customer lifecycle. Success in this role requires strong technical aptitude, exceptional attention to detail, and the ability to communicate complex information clearly and effectively to both technical and non-technical audiences. 

• 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.

• 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.

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting.

Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.

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 Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.