Senior Support Engineer Lead

hace 1 mes


San Francisco, Heredia, Costa Rica Smarsh A tiempo completo
Job Summary:
Smarsh is seeking a highly skilled Senior Support Engineer Lead to provide high-touch support to Enterprise customers with complex issues. This role will serve as the frontline support for Enterprise products or backline support for Saas-hosted solutions, developing reproducible test cases and recommending code-level changes.

About You:
We are looking for an expert in diagnosis and problem-solving with excellent communication skills, passion for helping customers succeed, and a strong ability to manage multiple priorities effectively. As a Senior Support Engineer Lead, you will ensure team adherence to SLAs and influence the support organization to deliver quality service. You will lead customer escalations and engage with SRE and Engineering teams to drive resolution of issues, capture, reuse, and share knowledge using KCS practices as Publisher and Knowledge Domain Expert (KDE).

Responsibilities:
- Provide high-touch support to Enterprise customers with complex issues
- Develop reproducible test cases and recommend code-level changes
- Ensure team adherence to SLAs and influence support organization to deliver quality service
- Lead customer escalations and engage with SRE and Engineering teams to drive resolution of issues
- Capture, reuse, and share knowledge using KCS practices as Publisher and Knowledge Domain Expert (KDE)
- Promote adoption and success of customers and partners using self-service offerings and innovative approaches to resolve issues

Requirements:
- 7+ years in support delivery role or 8+ years equivalent experience
- Advanced level expertise as Subject Matter Expert
- On-premise support experience preferred
- Project and program management experience preferred
- Industry certifications in Linux, RDBMS, AWS preferred
- College degree or equivalent industry/career experience

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