Smarsh Technical Support Specialist

hace 1 día


San Francisco, Heredia, Costa Rica Smarsh A tiempo completo
Job Description

We are seeking a skilled Smarsh Technical Support Specialist to join our team. As a key member of our support organization, you will provide industry-best service to customers and partners using Smarsh products and services.

The successful candidate will focus on ensuring timely response and rapid resolution of inbound requests or escalations, spanning all assisted and digital support channels.

Key Responsibilities:
  • Provide frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products.
  • Work on complex assignments that require independent action and high initiative in resolving problems and developing solutions.
  • Identify root causes 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.
  • 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.
  • Become a Subject Matter Expert (SME) for assigned focused technologies or products as a point of escalation for frontline or backline teams.
  • Frequently engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
Requirements:
  • A college degree in a technical-related field or equivalent industry/career experience.
  • Minimum 3 years in a support delivery role or 6+ years of industry/career equivalent experience.
  • Possession of industry certifications in Windows, Linux, RDBMS, AWS is highly desirable.
  • Excellent verbal, written, and interpersonal communication skills.
  • Expert-level diagnosis and problem-solving abilities.
  • Time management and critical thinking skills.
Salary Information:

The estimated salary range for this role is $85,000-$110,000 per year, depending on internal equity, experience, education, location, specialty, and training.

This figure represents Smarsh's good faith estimate of the possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.



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