Senior Tech Support Engineer - Enterprise & SaaS Expert

Jobtailor

Atlanta (GA)

On-site

USD 70,000 - 110,000

Full time

14 days+

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Job summary

Smarsh is seeking an experienced IT support professional for a frontline or backline role handling complex customer issues across enterprise and SaaS-hosted solutions. You will coordinate with SRE and Engineering, maintain case docs in Salesforce, and advocate for process improvements to boost customer satisfaction.

The position emphasizes advanced troubleshooting, knowledge-sharing, and mentorship within a collaborative, security-conscious environment.

Qualifications

College degree or equivalent technical experience.
5+ years in a support delivery role or 8+ years industry experience.
Advanced IT, networking, database or SaaS/Cloud support experience.
On-premise support experience preferred.
Industry certifications in Windows, Linux, RDBMS, AWS preferred.
Excellent verbal, written and interpersonal communication.
Expert level diagnosis and problem-solving abilities.
Time management and critical thinking skills.
Project and program management experience preferred.
Self-directed and able to work under pressure.
Proficient in CRM, Microsoft apps, JIRA/Confluence.

Responsibilities

Frontline or backline support for complex assignments and escalations.
Adhere to SLAs for initial response and timely resolution via phone, web and community.
Develop expertise to maximize first contact resolution.
Diagnose, troubleshoot and resolve complex issues; escalate when needed.
Log and track cases in Salesforce with detailed status updates.
Collaborate with SRE and Engineering to drive issue resolution.
Share knowledge via Knowledge-Centered Service practices.
Promote self-service resources and community knowledge base.
Lead customer escalations and third-party support coordination.