Who are we?Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 0 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in + communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 0 list of fastest-growing American companies since 8.The Application Support Engineer I - Event Management proactively monitors, validates and troubleshoots internally raised system and application related issues through the inbuilt monitoring platform. This person will adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues via phone and/or E-mail.What will you do?Handle planned/unplanned system & application Health checks to ensure smooth and seamless functioning of the product/.Be flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday) Provide guidance, training and assistance to team members for dealing with internal and external escalations. Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side. Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally. Ensure deployment of updated monitoring scripts for all systems. Develop broad expertise for multiple assigned products to maximize first contact resolution.Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.Advocate for product, policy and process improvements that improve the customer experience.Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.Other duties as assignedWhat will you bring?Passion for helping customers succeed.Excellent verbal, written and interpersonal communication skills.Strong diagnosis and problem-solving abilities.Good knowledge on Linux, databases, networking and application supportTime management and critical thinking skills.Proficient in using CRM business systems, Microsoft business applications and related support platforms.Bachelor's or master's degree in Computer Science, Information Systems, or equivalent.1+ years of experience in a customer-facing roleAbout our cultureSmarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
