- Frontline or backline support role for enterprise or SaaS-hosted solutions/products
- Handle complex assignments requiring independent action and initiative
- Expertise in Linux systems to resolve issues alongside platform and engineering teams
- Ensure team adherence to support SLAs for prompt resolution
- Develop expertise in specific products for effective issue resolution
- Actively diagnose and troubleshoot complex customer issues
- Optimize system, application, and network performance
- Contribute to service improvement within the operations team
- Drive high customer satisfaction and loyalty through quality service
- Effectively manage and track cases using JIRA
- Review and document solutions for reusability
- Promote self-service offerings for customer success
- Participate in readiness planning for new product introductions
- Propose improvements to enhance customer experience
- Maintain compliance with security and data protection policies
- Bachelor's degree in computer science, IT service management, engineering, business, or equivalent work experience
- 1-3 years in a support role or 5+ years in a relevant field
- Advanced IT, networking, or cloud application support experience
- Industry certifications preferred
- Passion for customer success
- Linux systems administration knowledge
- Experience with Java-based applications and virtualization technologies
- Database querying/administration skills
- Proficient in script creation and maintenance
- Strong time management and critical thinking abilities
- Self-motivated with excellent work ethic and performance under pressure
- Proficiency in Microsoft applications
- Excellent communication and customer service skills
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Desktop Support Engineer L2
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IT Support Engineer
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Support Engineer
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Support Engineer
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IT Support Engineer
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Technical Support Engineering
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IT Support Engineer
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IT Support Engineer
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Application Support Engineer
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Application Support Engineer - india, India - Smarsh
Description
Who We Are?
Smarsh empowers customers to manage risk and unleash intelligence in their digital communications. Over 1000 organizations in regulated industries rely on Smarsh daily to identify compliance, legal, or reputational risks in various communication channels before they escalate into fines or headlines. Our relentless innovation has led to consistent leadership recognition from industry analysts such as Gartner and Forrester. Furthermore, our significant growth has secured Smarsh a spot on the prestigious Inc. 5000 list of fastest-growing American companies since 2018.
About the Team
The Smarsh team consists of skilled and driven individuals who collaborate to ensure a seamless experience for our product users. We prioritize operational excellence and value learning, achievement, and the recognition of exceptional performance and results.
Roles & Responsibilities
Required Experience/Skills
About Our Culture
At Smarsh, we seek lifelong learners who innovate with purpose, humility, and humor. Collaboration is central to our operations as we partner with leading communication and cloud platforms. Leveraging AI/ML technology, we empower customers to achieve new heights. Our global organization values diversity and encourages everyone to be their authentic selves. Smarsh's leadership, culture, and commitment to employee development have earned us Best Places to Work Awards. Join us and embark on the best chapter of your career.
