Sr. Technical Support Engineer I

hace 2 semanas

San Francisco, Heredia, Costa Rica Smarsh A tiempo completo
Smarsh seeks a
Sr. Technical Support Engineer to provide high touch support to our biggest and best customers.

What will you do?:

  • Provide frontline support role for Enterprise products or Backline support role for Saashosted solutions or Enterprise products. Works on assignments that are complex in nature where independent action and high degree of initiative is 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 mínimal assistance. Routinely develops reproducible test cases. May recommend codelevel or configuration changes.
  • Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues. Develop expertise for broad set of assigned products to maximize first contact resolution.
  • Influence support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and longterm loyalty.
  • Effectively manage cases to ensure timely customer status updates and ultimate resolution. Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
  • Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
  • May be assigned as designated Support Engineer to specific accounts for premium offerings.
  • Regularly engage with SRE and Engineering teams to drive resolution of issues, handling all customerfacing communications to set clear expectations through closure.
  • Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS Coach role.
  • Promote adoption and success of customers and partners using selfservice offerings, including knowledge base, community, and training resources.
  • Lead the identification and implementation of "shift left" changes to increase resolution rate and accelerate time to resolution. Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
  • Actively participate in readiness planning and activities related to prerelease or new product introduction preparation for the support team.
  • Train and mentor peers to facilitate sharing of expertlevel knowledge.
  • Interact with all levels of leadership across Smarsh and clients as needed.
  • Advocate for product, policy and process improvements that improve the customer experience.

What will you bring?:

  • Passion for helping customers succeed.
  • Excellent verbal, written and interpersonal communication skills.
  • Expert level diagnosis and problemsolving abilities.
  • Time management and critical thinking skills.
  • Selfdirected and selfmotivated with a demonstrable work ethic and ability to perform under pressure.
  • College degree in technologyrelated field is preferred, but equivalent industry/career experience is also considered.
  • 7+ years in a support delivery role or 8+ years industry/career equivalent experience.
  • Advanced level expertise as Subject Matter Expert for assigned focused technologies or products as point of escalation for frontline/backline teams.
  • Onpremise support experience preferred.
  • Project and program management experience preferred.
  • Industry certifications in Linux, RDBMS, AWS are preferred.
  • May require US Citizenship for access to and handling of client data.

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