Technical Support Engineer II at Smarsh

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Compliance, Financial ServicesIndustries

Requirements

Passion for technical support and customer success
High degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
Strong inter-personal skills for a customer-facing role in a collaborative environment
Ability to quickly gain an understanding of the Smarsh platform
Availability for rotational shifts both weekdays & weekends between 7 AM to 11 PM

Responsibilities

Provide frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products
Work on complex assignments requiring independent action and high degree of initiative in resolving problems and developing solutions
Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance
Routinely develop reproducible test cases
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
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
Handle 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 the lifecycle of the 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

Skills

Key technologies and capabilities for this role

Technical SupportSaaSCustomer SupportTroubleshootingDeductive ReasoningEnterprise SoftwareSmarsh Platform

Questions & Answers

Common questions about this position

What is the work location for this position?

This position is available in Bangalore, India.

What are the shift hours for this role?

The position involves rotational shifts both weekdays and weekends between 7 AM to 11 PM.

What skills are required for the Technical Support Engineer II role?

Key skills include deductive reasoning, initiative to solve complex problems, strong interpersonal skills for a customer-facing collaborative environment, system analysis, testing techniques, and developing reproducible test cases.

What is the company culture like at Smarsh?

Smarsh offers a collaborative environment focused on customer success, relentless innovation, and working with a thriving tech team redefining digital archiving and governance.

What makes a strong candidate for this Technical Support Engineer position?

A strong candidate demonstrates passion for technical support and customer success, ability to independently resolve complex issues with high initiative, quickly learn the Smarsh platform, and build deep expertise as a subject-matter expert.

Smarsh

Archiving and compliance solutions provider

About Smarsh

Smarsh provides archiving and compliance solutions specifically designed for financial services, government agencies, and other regulated industries. Their main product is a cloud-based archive that allows organizations to securely store, search, and manage their communications data, including emails, text messages, and social media interactions. This system helps businesses meet complex security, data privacy, and regulatory requirements. Smarsh differentiates itself from competitors by offering a scalable Software-as-a-Service (SaaS) model that caters to both large enterprises and smaller organizations, ensuring that clients can adapt to evolving regulations. Their goal is to help organizations efficiently manage their communication data, identify risks, and maintain compliance, particularly through tools like Connected Capture for Microsoft Teams, which supports remote workforces.

Portland, OregonHeadquarters

2001Year Founded

$42.4MTotal Funding

BUYOUTCompany Stage

Enterprise Software, Cybersecurity, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Hybrid Work Options

Stock Options

401(k) Company Match

Employee Assistance Programme

Wellness Program

Adoption Assistance

Group Income Protection

Group Life Assurance

Maternity Leave

Paternity Leave

Workplace Pension Scheme

Monthly Wellness Allowance

Company Bonus

Risks

Integration with OpenAI's API may pose compliance and security challenges.

EU's AI Act requires significant adjustments to Smarsh's AI systems.

Expansion into Latin America may expose Smarsh to regional instability.

Differentiation

Smarsh offers cloud-native, context-aware archiving solutions for regulated industries.

The company integrates with popular tools like Microsoft Teams for seamless compliance.

Smarsh serves 9 of the top 10 banks, showcasing its industry trust.

Upsides

Smarsh's global expansion includes a new office in Costa Rica for enhanced support.

Integration with OpenAI's ChatGPT API enhances Smarsh's AI compliance capabilities.

Partnership with Verizon simplifies mobile compliance procurement for Verizon's clients.

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