1 day ago

Sr. Technical Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Provide frontline and/or backline technical support for Smarsh enterprise and SaaS-hosted products, resolving complex software and system issues with minimal assistance. Ensure SLA adherence for initial response and timely resolution across phone, web, and community channels. Serve as an SME escalation point, lead critical account/escalation coordination, and manage cases end-to-end with Salesforce while partnering with SRE and Engineering teams. Capture and share knowledge via KCS and help drive “shift left” support improvements.

Location: Atlanta

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide frontline or backline support for enterprise products and/or SaaS-hosted solutions, using system analysis and testing to resolve complex issues.
•Ensure SLA adherence for timely initial response and resolution across phone, web, and community channels.
•Act as an SME escalation point for focused technologies/products, participating in bridge calls for outages or critical production issues.
•Manage and document customer cases end-to-end in Salesforce, including status updates and resolution through closure.
•Capture and share knowledge using KCS practices as Publisher, train/mentor peers, and drive “shift left” improvements to increase resolution rate and time to resolution.

Pay and Benefits

Salary: USD 105,000 - 115,000 annually

Key Requirements

•College degree in a technical related field or equivalent industry/career experience.
•Minimum 5 years in a support delivery role, or 8+ years equivalent experience.
•Advanced IT, networking, database, and SaaS/Cloud application support experience; on-premise support preferred.
•Industry certifications in Windows, Linux, RDBMS, and AWS are preferred.
•Excellent verbal, written, and interpersonal communication, with expert-level diagnosis and problem-solving skills.

Experience:5+ years

Education:Bachelor's

Skills:CommunicationInterpersonal communicationProblem-solvingTime managementCritical thinking

Certifications:Windows certificationLinux certificationRDBMS certificationAWS certification

Tech Stack:SalesforceMicrosoft business applicationsJIRAConfluenceWindowsLinuxRDBMSAWSSaaSCloud

Company Brief

Smarsh

Provides cloud-based archiving, compliance, and e-discovery solutions that capture, retain, and monitor electronic communications across email, social media, mobile, and collaboration platforms for regulated industries.

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn

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Smarsh

1 day ago

Sr. Technical Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Atlanta

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide frontline or backline support for enterprise products and/or SaaS-hosted solutions, using system analysis and testing to resolve complex issues.
•Ensure SLA adherence for timely initial response and resolution across phone, web, and community channels.
•Act as an SME escalation point for focused technologies/products, participating in bridge calls for outages or critical production issues.
•Manage and document customer cases end-to-end in Salesforce, including status updates and resolution through closure.
•Capture and share knowledge using KCS practices as Publisher, train/mentor peers, and drive “shift left” improvements to increase resolution rate and time to resolution.

Pay and Benefits

Salary: USD 105,000 - 115,000 annually

Key Requirements

•College degree in a technical related field or equivalent industry/career experience.
•Minimum 5 years in a support delivery role, or 8+ years equivalent experience.
•Advanced IT, networking, database, and SaaS/Cloud application support experience; on-premise support preferred.
•Industry certifications in Windows, Linux, RDBMS, and AWS are preferred.
•Excellent verbal, written, and interpersonal communication, with expert-level diagnosis and problem-solving skills.

Experience:5+ years

Education:Bachelor's

Skills:CommunicationInterpersonal communicationProblem-solvingTime managementCritical thinking

Certifications:Windows certificationLinux certificationRDBMS certificationAWS certification

Tech Stack:SalesforceMicrosoft business applicationsJIRAConfluenceWindowsLinuxRDBMSAWSSaaSCloud

Company Brief

Smarsh

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn