Technical Support Engineer I

Summary

Smarsh is seeking a Technical Support Engineer to join our Client Services team. In this role, you will manage customer account changes, including product downgrades and cancellations, while ensuring adherence to established policies and processes that minimize operational risk and prevent unintended service disruptions. You will work closely with customers, Support, Engineering, and other cross-functional teams to resolve complex issues, drive cases to completion, and maintain accurate documentation throughout the customer lifecycle. Success in this role requires strong technical aptitude, exceptional attention to detail, and the ability to communicate complex information clearly and effectively to both technical and non-technical audiences.

How will you contribute?

• Process downgrades and cancellations for any Smarsh products.
• Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
• Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
• Capture, reuse and share knowledge using Confluence.
• Technical and relational mentor to others processing downgrades and cancellations.
• Utilize access to multiple platforms to perform backend work related to teardowns.
• Engage with Engineering teams using Jira and Slack to drive resolution of tickets.
• Handling calls and incoming support cases.

What will you bring?

• 5 or more years of customer service experience.
• Ability to understand complex issues and communicate them to client in a clear and accessible manner.
• Ability to understand implementation processes and application consoles.
• Experience troubleshooting technical solutions.
• Exceptionally detail-oriented, accurate, and thorough.
• Strong documentation skills are essential in this role.
• Strong technical competency.
• Ability to identify opportunities for process improvement.
• Experience assessing priority and urgency.