Senior Technical Support Engineer

Jobtailor; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

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.

Skills

IT Support

Networking

Database Management

SaaS/Cloud support

Problem Solving

Time Management

Critical Thinking

Project Management

Communication

Self-Motivated

Education

College degree in technical field

Tools

Salesforce

Microsoft 365

JIRA

Confluence

Job description

• Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
• Works on assignments that are complex in nature where independent action and high degree of initiative is required in resolving problems and developing solutions. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases. May recommend code-level or configuration changes.
• Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community.
• Develop expertise for broad set of assigned products to maximize first contact resolution.
• Apply product and industry expertise to actively diagnose, troubleshoot and resolve most complex/advanced customer issues. Escalate cases as required based on customer business impact.
• Advanced level expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues.
• Influence support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
• Regularly engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS Coach role.
• Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources.
• Lead the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution. Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
• Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
• Train and mentor peers to facilitate sharing of expert-level knowledge.
• Advocate for product, policy and process improvements that improve the customer experience.
• May be assigned as Business-Critical Support resource to specific accounts for premium offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Follow required policies and processes to maintain compliance with information security and data protection requirements.
• Active and regular collaboration across cross-functional teams to resolve issues, fulfill customer needs, and proactively improve supportability of products and services.
• Other duties as assigned.

Requirements

• College degree in technical related field or industry/career equivalent experience.
• Minimum of 5 years in a support delivery role or 8 plus years industry/career equivalent experience.
• Passion for helping customers succeed.
• Requires advanced level IT, networking, database or SaaS/Cloud application support experience. On-premise support experience preferred.
• Industry certifications in Windows, Linux, RDBMS, AWS are preferred.
• Excellent verbal, written and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• Time management and critical thinking skills.
• Project and program management experience preferred.
• Self-directed and self-motivated with a demonstrable work ethic and ability to perform under pressure.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Core Competencies

Demonstrates advanced expertise in IT, Networking, Database, and SaaS/Cloud application support, with a strong focus on customer satisfaction and problem resolution. Proficient in case management and collaboration with cross-functional teams to enhance support processes and drive improvements.

Hard Skills

• IT Support
• Networking
• Database Management
• SaaS Application Support
• Problem-Solving
• Time Management
• Critical Thinking

Soft Skills

• Excellent Communication Skills
• Self-Motivated
• Ability to Perform Under Pressure

Certifications & Qualifications

• Windows Certification
• Linux Certification
• RDBMS Certification
• AWS Certification

Industry Keywords

• Customer Support
• Service Level Agreements
• Knowledge-Centered Service
• Cross-Functional Collaboration
• Information Security Compliance

Tools & Technologies

• Salesforce
• Microsoft Business Applications
• JIRA
• Confluence