Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ 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. 5000 list of fastest-growing American companies since 2008.
About the Team
As a Business Critical Support Engineer, you will be working directly with our customers to audit, document, troubleshoot, customize, and advise on their Natural Language Processing (NLP), machine learning solution. You will be responsible for reviewing tickets submitted through our Salesforce and follow-up with the customer. Using a positive attitude and great communication skills you will be driving our relationship with our customers, providing them consultancy services and advising them on best practices. This role will be learning/working with the following technologies: SQL, Java, Hadoop, ElasticSearch, Cloudera, and our Natural Language Processing (NLP) platform.
Roles & Responsibilities
Work with multiple customers understanding their unique configurations
Receive, review, analyze, and troubleshoot system issues reported to you directly or through Salesforce.
Advise the customer’s engineering and operations teams regarding standard tasks and maintenance
Work with the Solution Engineering (Professional Services) and Product Engineering teams to escalate issues when appropriate
Evaluate the customers’ system health, identify and recommend upgrades as appropriate
Provide consultation and training services as contracted by customers
Work with the Solution Engineering team to create and review handover documentation and successfully transition new customers to the support system
Hold regular/scheduled meeting with customers proactively communicating on existing requests
Develop and run reports, track and log issues within our Salesforce system
This position may require occasional weekend or holiday coverage and up to 25% travel, some of which may be international travel
Desired skills & experience
Strong technical competency
Experience troubleshooting technical solutions
Proven customer interaction, organization, and problem-solving skills
Experience assessing situations, responding appropriately, and providing solutions
Proven customer interaction, organization, and problem solving-skills
Ability to express technical concepts in terms that are understandable to non – technical teams
Focus on quality and stability
Solution driven – ability to listen to concerns, assess situations and respond appropriately
Approximately 6+ years in a Software Customer Service, Project Management, or Account Management role
Bachelor’s Degree or higher in in Software Engineering, Computer Science, or related field
Proficiency with Microsoft Office
Linux Administration and troubleshooting experience
SQL, Hadoop, ElasticSearch, working with Java applications
Experience with hosted applications and maintaining cloud infrastructure
Time Allocations
40% Troubleshooting
30% ticket review, statusing, reporting, and customer communication
20% cross-department coordination
10% development time
About our culture
Smarsh 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 Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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