Smarsh

1 month ago

Technical Support Specialist 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

Smarsh is seeking a Technical Support Specialist II to join our Client Services team. You will provide world-class support for our Professional Archive SaaS, diagnose complex software issues, collaborate with cross-functional teams, and help customers navigate our solutions while adhering to SLAs and security policies in a fast-paced, hybrid environment.

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Provide world-class client support for our Professional Archive SaaS via phone, chat, and written communication.
•Act as a client liaison and advocate for resolution of client issues; collaborate with other teams to drive resolution.
•Identify root causes of software or system issues and develop solutions with minimal assistance; create reproducible test cases.
•Adhere to SLAs to ensure initial response and timely resolution for customer cases via phone, web and community.
•Log and track calls/cases in Salesforce with detailed notes; write or revise user training documents and procedures.

Pay and Benefits

Salary: USD 55,000 - 60,000 annually

Key Requirements

•2+ years of experience in Customer Service, IT, SaaS, or cyber security
•1 week on-call rotation quarterly
•Hybrid in-office attendance on specified days
•Excellent written and verbal communication skills
•2+ years of call center experience handling inbound/outbound calls in high-volume settings

Experience:2+ yearsSaaSCybersecurityITCustomer Support

Skills:CommunicationTime managementProblem-solvingDocumentationCollaboration

Tech Stack:SalesforceCRM

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 month ago

Technical Support Specialist 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: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Provide world-class client support for our Professional Archive SaaS via phone, chat, and written communication.
•Act as a client liaison and advocate for resolution of client issues; collaborate with other teams to drive resolution.
•Identify root causes of software or system issues and develop solutions with minimal assistance; create reproducible test cases.
•Adhere to SLAs to ensure initial response and timely resolution for customer cases via phone, web and community.
•Log and track calls/cases in Salesforce with detailed notes; write or revise user training documents and procedures.

Pay and Benefits

Salary: USD 55,000 - 60,000 annually

Key Requirements

•2+ years of experience in Customer Service, IT, SaaS, or cyber security
•1 week on-call rotation quarterly
•Hybrid in-office attendance on specified days
•Excellent written and verbal communication skills
•2+ years of call center experience handling inbound/outbound calls in high-volume settings

Experience:2+ yearsSaaSCybersecurityITCustomer Support

Skills:CommunicationTime managementProblem-solvingDocumentationCollaboration

Tech Stack:SalesforceCRM

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