Business Critical Support Engineer Job in Smarsh Inc

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

Time Allocations

• 40% Troubleshooting
• 30% ticket review, statusing, reporting, and customer communication
• 20% cross-department coordination
• 10% development time

General Required Competencies

• 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

Desired skills & experience

• 5+ 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