Sr. Technical Support Engineer I
Description For Sr. Technical Support Engineer I
Smarsh, a leading provider of digital communications risk management solutions, is seeking a Sr. Technical Support Engineer I to join their team in India. The company serves over 6500 organizations in regulated industries, helping them manage compliance, legal, and reputational risks across 80+ communication channels.
The role combines technical expertise with customer service excellence, requiring the ability to handle complex enterprise-level support cases and interact with various stakeholders. As a Sr. Technical Support Engineer, you'll be responsible for providing business-critical support for premium offerings, working with both SaaS-hosted solutions and Enterprise products.
The ideal candidate brings 7+ years of support delivery experience, with strong technical knowledge in IT, networking, and cloud applications. You'll work in a collaborative environment, leading customer escalations, mentoring peers, and contributing to knowledge-centered service practices. The position offers the opportunity to work with cutting-edge technology while making a significant impact on customer success.
Smarsh offers a dynamic work culture that values continuous learning, innovation, and diversity. The company has consistently been recognized for its growth and workplace excellence, making it an ideal place for professionals looking to advance their careers in technical support and enterprise software.
Responsibilities For Sr. Technical Support Engineer I
- Provide Business-Critical Support to specific accounts for premium offerings
- Interact with all levels of leadership across Smarsh and clients
- Advocate for product, policy and process improvements
- Provide frontline support for Enterprise products or Backline support for SaaS-hosted solutions
- Ensure team adherence to SLAs for support coverage
- Lead customer escalations and 3rd party support coordination
- Regularly engage with SRE and Engineering teams
- Train and mentor peers to facilitate sharing of expert-level knowledge
Requirements For Sr. Technical Support Engineer I
- 7+ years in a support delivery role or 8+ years industry/career equivalent experience
- Advanced level IT, networking, database or SaaS/Cloud application support experience
- Excellent verbal, written and interpersonal communication skills
- Expert level diagnosis and problem-solving abilities
- Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence
- College degree in technology-related field preferred
- Industry certifications in Linux, RDBMS, AWS preferred
- May require US Citizenship for access to client data
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