Technical Support Engineer providing first - line technical support for a fintech app. Managing internal access management and hardware assets in a hybrid work environment.
SM
Hybrid Senior Technical Support Engineer I – Enterprise Business Critical Support
Posted 2 weeks ago
About the role
- Technical Support Engineer providing high touch support to major customers at Smarsh. Managing escalations, advocating for improvements, and ensuring customer satisfaction.
Responsibilities
- Provide Business-Critical Support to specific accounts for premium offerings.
- Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
- Advocate for product, policy and process improvements that improve the customer experience.
- Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community.
- Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
- Develop expertise for broad set of assigned products to maximize first contact resolution.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher.
- Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
Requirements
- 7+ years in a support delivery role or 8+ years industry/career equivalent experience.
- Requires advanced level IT, networking, database or SaaS/Cloud application support experience.
- Expert level diagnosis and problem-solving abilities.
- On-premise support experience preferred.
- Project and program management experience preferred.
- Required Skills -SQL and RDBMS exposure, Linux, Elasticsearch.
- Desired skills- Scripting experience (Python, Bash, Java etc), Monitoring and observability experience (Datadog, Grafana etc), Cloud exposure (AWS, GCP, Azure), Kubernetes.
- College degree in technology-related field is preferred, but equivalent industry/career experience is also considered.
Benefits
- Any applicable bonus programs will be discussed during the recruiting process.
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