Technical Support Specialist II

hace 1 mes


San Francisco, Heredia, Costa Rica Smarsh A tiempo completo

About the Role

Smarsh is seeking a skilled Technical Support Engineer II to join our team. As a critical member of our support organization, you will be responsible for delivering industry-best service to our customers and partners.

Responsibilities

You will focus on ensuring timely response and rapid resolution of inbound requests or escalations, spanning all assisted and digital support channels. This includes:

  • Frontline support for Enterprise products or Backline support for Saas-hosted solutions or Enterprise products.
  • Complex issue resolution, independently identifying root causes and developing solutions.
  • SLA adherence for support coverage, ensuring initial response and timely resolution for customer cases via phone, web, and community.
  • Diagnosing, troubleshooting, and resolving customer issues, escalating cases as required based on customer business impact.
  • Developing broad expertise for multiple assigned products to maximize first contact resolution.
  • Focusing on delivery of quality service to customers and partners, driving high levels of customer satisfaction and long-term loyalty.

Requirements

To succeed in this role, you will need:

  • A college degree in a technical field or equivalent industry experience.
  • A minimum of 3 years in a support delivery role or 6+ years of industry equivalent experience.
  • Passion for helping customers succeed.
  • Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
  • Excellent verbal, written, and interpersonal communication skills.
  • Expert level diagnosis and problem-solving abilities.
  • Time management and critical thinking skills.

About Smarsh

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications, serving over 6500 organizations in regulated industries. We strive for relentless innovation, leading to consistent leadership recognition from analysts and sustained, aggressive growth landing us in the annual Inc. 5000 list of fastest-growing American companies since 2008.



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