Application Support Engineer II - Event

Smarsh is the leading provider of archiving & compliance solutions for companies in regulated and litigious industries. The solutions are delivered using Smarsh product suite that process, control, manage and store a very large variety of electronic communication channels (from e.g. social networks, group chat, instant messaging, email, blogs, wikis, SMS/MMS, Voice etc.) at cloud scale

Event Team is basically responsible for monitoring the alerts, validating them, creating tickets and perform basic/advanced level troubleshooting to ensure that the issue is fixed. We are a 24/7 process, where in we have 2 shifts in the India region and 1 shift which the US team handles. The team is also responsible for handling calls and emails hence excellent communication skills is essential. We work primarily on a Linux server; hence Linux SQL is the basic requirement.

Roles & Responsibilities

• Proactively monitor, validate and troubleshoot internally raised system and application related issues through the inbuilt monitoring platform.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues via phone and/or E-mail.
• Handling planned/unplanned system & application Health checks to ensure smooth and seamless functioning of the product/applications.
• Flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)
• Flexible to work on a rotating basis between morning and afternoon shifts depending on the requirement.( Specific to India region)
• Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alerting so as to proactively catch hold of any unforeseen events.
• Vetting/analysing newly created alerts before moving them to production by means of assessing noise, alert logic, alert description and behaviour.
• Develop knowledge around the monitoring platform to better fine tune alerts that are in production.
• Provide guidance, training and assistance to team members for dealing with internal and external escalations.
  
• Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side.
• Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally.
• Ensuring deployment of updated monitoring scripts across the board in a time bound manner.
• Develop broad expertise for multiple assigned products to maximize first contact resolution.
• Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
• Effectively manage/triage issues to ensure timely customer status updates and ultimate resolution.
• Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.
• Advocate for product, policy and process improvements that improve the customer experience.
• Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.
• Other duties as assigned

Required Experience/Skills

• Passion for helping customers succeed.

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• Excellent verbal, written and interpersonal communication skills.
• Strong diagnosis and problem-solving abilities.
• Strong knowledge on Linux and application support
• Time management and critical thinking skills.
• Proficient in using CRM business systems, Microsoft business applications and related support platforms.

Education and Experience

• Bachelors in computer science, Information Systems, or equivalent work experience or certifications.
• Minimum of 2 years in a support delivery role or 4 years industry/career equivalent experience.
• IT, networking, or SaaS application support experience highly desired

Why Smarsh

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 worlds 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.