Principal Technical Support Engineer

3 weeks ago


Atlanta, Georgia, United States Smarsh Full time

This is a senior technical leadership role that provides coaching and support delivery oversight to the Global

Support organization for assigned products. Expert level Technical Support Engineering role, providing

key technical, platform and application knowledge to support customers and partners using Smarsh

products and services. Recognized as senior technical leader for assigned products and technologies,

focusing on rapid resolution of highly complex or escalated issues. Enables team to effectively deliver

support and drives support processes and product supportability improvements. Seeks opportunities to

transfer skills to others to exponentiate Global Support competencies and experience from one to many.

What will you do?

  • Uplevel technical and product skills to reduce resolution time, enable shift left opportunities, and increase overall performance and impact of Support Engineers,
  • Conceive, develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
  • Train and mentor peers to facilitate sharing of expert-level knowledge.
  • Assist with Operations Services offerings, process, and delivery.
  • Deliver Technical Account Management Services for accounts as assigned.
  • Interact with all levels of leadership across Smarsh and clients as needed.
  • Liaise with other teams such as Engineering, Outcome Management, Product Management and Sales, building rapport with others in these departments to ensure an outstanding experience for the customer, increase loyalty, and drive timely resolution of issues.
  • Identifies Supportability and Operational Readiness requirements and execution for new product features, infrastructure, and processes to ensure Global Support is prepared to service customers.
  • Backline customer-facing support role for Enterprise products, with broad expertise of Smarsh solutions and technologies, including understanding of industry best practices and customer requirements.
  • Works on or manages assignments that are highly complex in nature where independent action and high degree of initiative is 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. Routinely develops reproducible testcases by troubleshooting and debugging at a deep level. Recommends code-level changes or configuration changes to optimize performance, functionality, or reliability.
  • Participates in retros to identify issue root causes and remediation actions to prevent issue recurrence.
  • Apply product and industry expertise to actively diagnose, troubleshoot and resolve the most complex/advanced customer issues.
  • Manage escalated cases as required based on customer business impact.
  • Advanced level expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams.
  • May lead or participate in bridge calls for system outages or critical production issues and escalations.
  • Influence support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
  • Frequently engage with Product and Engineering teams to drive resolution of issues, handling customer-facing communications to set clear expectations through closure.
  • Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher.
  • Follow required polices and processes to maintain compliance with information security and data protection requirements.
  • Other duties as assigned.

What will you bring?

  • Passion for helping customers and colleagues succeed.
  • Requires advanced level IT, networking, database or SaaS/Cloud application support experience.
  • Industry certifications in AWS and Cloud technologies and fabric services may be required.
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer engagement skills.
  • Expert level diagnosis and problem-solving abilities.
  • Time management and critical thinking skills.
  • College degree in technical related field or industry/career equivalent experience.
  • Minimum of 9 years in a services delivery role or 12 plus years industry/career equivalent experience.


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