Sr. Technical Support Engineer I

About the role

Smarsh provides risk management and intelligence tools for digital communications, serving over 6500 organizations in regulated sectors. This role focuses on resolving complex technical issues for enterprise and SaaS-hosted products while acting as a subject matter expert for the support team. You will drive incident resolution, mentor peers, and improve support processes through data-driven analysis.

Key facts

What you'll do

• Provide frontline or backline technical support for enterprise and SaaS-hosted solutions.
• Perform root cause analysis on complex software and system issues using testing and system analysis techniques.
• Maintain adherence to service level agreements for response times and issue resolution.
• Serve as a technical point of escalation for frontline and backline teams.
• Lead critical customer escalations and coordinate with third-party support as needed.
• Document all case interactions and statuses within Salesforce.
• Collaborate with SRE and Engineering departments to resolve production issues.
• Create and manage knowledge base content following Knowledge-Centered Service practices.
• Participate in readiness planning for new product releases.
• Mentor team members and advocate for product or process improvements.

Requirements

• College degree in a technical field or equivalent industry experience.
• Minimum of 5 years in a support delivery role or 8 plus years of equivalent career experience.
• Advanced experience supporting IT, networking, databases, or SaaS/Cloud applications.
• Proficiency in CRM systems, Microsoft business applications, JIRA, and Confluence.
• Strong verbal and written communication skills.
• Ability to perform under pressure and manage time effectively.
• Commitment to following information security and data protection policies.

Nice to have

• Experience with on-premise support.
• Industry certifications in Windows, Linux, RDBMS, or AWS.
• Project or program management experience.

Skills & tools

• Salesforce
• JIRA
• Confluence
• SaaS/Cloud application support
• Networking
• Database management
• Windows/Linux environments
• AWS
• Knowledge-Centered Service (KCS)

Practical notes

This position requires the ability to participate in bridge calls for system outages and provide business-critical support for premium accounts.