Smarsh

1 day ago

Technical Support Engineer II

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Provide expert technical support for Smarsh SaaS enterprise products, troubleshooting complex issues, creating test cases, and identifying root causes. Own customer cases across phone, web, and community channels while meeting SLAs and maintaining detailed documentation in Salesforce. Collaborate with SRE and Engineering on escalations, set customer expectations, and improve support processes using Knowledge-Centered Service (KCS) and “shift left” practices.

Location: Costa Rica

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide frontline/backline support for SaaS hosted enterprise products, diagnosing issues and resolving customer inquiries.
•Independently troubleshoot complex problems, develop test cases, and identify root causes.
•Manage customer cases in Salesforce with detailed documentation and clear next steps while meeting SLAs.
•Collaborate with SRE and Engineering teams to resolve escalations and set customer expectations.
•Use Knowledge-Centered Service (KCS) and “shift left” practices to share knowledge and improve support processes.

Key Requirements

•Bachelor’s degree in a technical field or equivalent experience.
•3+ years in customer support roles or 6+ years of industry experience.
•Strong IT, networking, database, or SaaS/cloud support background (on-premise support is a plus).
•Familiarity with CRM systems including Salesforce, Microsoft applications, and JIRA/Confluence.
•Desirable certifications include Windows, Linux, RDBMS, AWS, and Kubernetes.

Experience:3+ yearsFintechRegtechSaaSCloud

Education:Bachelor's

Skills:Problem-solvingCommunicationTime managementCritical thinking

Certifications:WindowsLinuxRDBMSAWSKubernetes

Tech Stack:SalesforceMicrosoft applicationsJIRAConfluenceWindowsLinuxRDBMSAWSKubernetesSaaSCloudAI/ML

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

Technical Support Engineer II

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Costa Rica

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide frontline/backline support for SaaS hosted enterprise products, diagnosing issues and resolving customer inquiries.
•Independently troubleshoot complex problems, develop test cases, and identify root causes.
•Manage customer cases in Salesforce with detailed documentation and clear next steps while meeting SLAs.
•Collaborate with SRE and Engineering teams to resolve escalations and set customer expectations.
•Use Knowledge-Centered Service (KCS) and “shift left” practices to share knowledge and improve support processes.

Key Requirements

•Bachelor’s degree in a technical field or equivalent experience.
•3+ years in customer support roles or 6+ years of industry experience.
•Strong IT, networking, database, or SaaS/cloud support background (on-premise support is a plus).
•Familiarity with CRM systems including Salesforce, Microsoft applications, and JIRA/Confluence.
•Desirable certifications include Windows, Linux, RDBMS, AWS, and Kubernetes.

Experience:3+ yearsFintechRegtechSaaSCloud

Education:Bachelor's

Skills:Problem-solvingCommunicationTime managementCritical thinking

Certifications:WindowsLinuxRDBMSAWSKubernetes

Tech Stack:SalesforceMicrosoft applicationsJIRAConfluenceWindowsLinuxRDBMSAWSKubernetesSaaSCloudAI/ML

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