Application Support Engineer I - Incident
Heredia
Divisions – Customer Support /
Full-Time /
Hybrid
At Smarsh, our Incident Management team provides industry-best service to customers and partners using Smarsh products and services. Focus is to ensure timely response and rapid resolution of inbound requests. The Application Support Engineer I applies product and industry expertise to actively diagnose, troubleshoot,and resolve the most complex/advanced customer/technical issues.
How will you contribute?
- Provide frontline support role for Enterprise products or Backline support role for SaaS-hosted solutions or Enterprise products.
- Work on or manage assignments that are complex in nature where independent action and high degree of initiative is required in resolving problems and developing solutions.
- Troubleshooting Linux-based systems with the ability to identify and resolve system related issues, analyzing logs and hardware problems working alongside the platform and Data Center , Database , Networking , Client Success, Project and Engineering teams.
- Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web, and community.
- Develop broad and deep expertise for an array of assigned products to maximize first contact resolution.
- Apply product and industry expertise to actively diagnose, troubleshoot and resolve the most complex/advanced customer and internal issues.
- Proactively take steps to optimize and maintain system, application, and network health and performance.
- Participate in the culture of continual service improvement within the Smarsh operations team.
- Influence support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
- Proactively communicate with customer by sharing information to display a sense of transparency, following security and communication guidelines.
- Effectively manage cases to ensure timely customer status updates and ultimate resolution.
- Log and track cases using JIRA, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
- Review and publish documentation of applicable solutions for reusability for faster responses to recurring issues.
- Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
- Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
- Develop product, policy and process improvements that improve the customer experience.
- Follow required polices and processes to maintain compliance with information security and data protection requirements.
What will you bring?
- Passion for helping customers succeed.
- Excellent verbal, written and interpersonal communication skills.
- Strong diagnosis and problem-solving abilities.
- Good knowledge on Linux, databases, networking and application support
- Time management and critical thinking skills.
- Proficient in using CRM business systems, Microsoft business applications and related support platforms.
- Bachelor's or master’s degree in Computer Science, Information Systems, or equivalent.
- 1+ years of experience in a customer-facing role
