Entry Level Technical Support Engineer Jobs in Oregon

Job Summary:
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Sr. Technical Support Engineer I to provide industry-best service to customers and partners using Smarsh products and services, ensuring timely response and rapid resolution of inbound requests.
Responsibilities:
• Experienced level Technical Support Engineering role.
• Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
• Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance.
• Routinely develops reproducible testcases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues.
• Escalate cases as required based on customer business impact.
• Develop broad expertise for multiple assigned products to maximize first contact resolution.
• Build deep expertise as SME for assigned focused technologies or products as point of escalation for frontline or backline teams.
• May be assigned to specialized teams or projects to leverage knowledge.
• Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
• Frequently engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• May include KCS Coach role or Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company.
• Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources.
• Lead the identification and implementation of 'shift left' changes to increase resolution rate and accelerate time to resolution.
• May participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
• Advocate for product, policy and process improvements that improve the customer experience.
• May be assigned as Designated Support Engineer or Business Critical Support resource to specific accounts for premium offerings.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.
• Other duties as assigned.
Qualifications:
Required:
• Passion for helping customers succeed.
• Excellent verbal, written and interpersonal communication skills.
• Expert level diagnosis and problem-solving abilities.
• Time management and critical thinking skills.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
• College degree in technical related field or industry/career equivalent experience.
• Minimum of 3 years in a support delivery role or 6 plus years industry/career equivalent experience.
• Requires deep IT, networking, database or SaaS/Cloud application support experience.
• On-premise support experience highly desirable.
• May require US Citizenship for access to and handling of client data.
Preferred:
• Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
Company:
Smarsh manage the risk and see the value in their communications data. Founded in 2001, the company is headquartered in Portland, USA, with a team of 1001-5000 employees. The company is currently Late Stage.