Technical Support Engineer

Ready to join a thriving tech company that's redefining digital archiving, social media governance, and business intelligence? Smarsh, a global leader in communication, collaboration, and social media governance for the enterprise platform, is seeking a Technical Support Engineer - II to join our Worldwide Customer Support team. This position involves rotational shifts both weekdays & weekends between 7 AM to 11 PM. This position is available in Bangalore, India.About the teamAs a Technical Support Engineer - II, you will utilize your passion for technical support and customer success organization to help our highly valued customers succeed with our SaaS and Software solutions. TSE's are expected to demonstrate a high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions. This is a customer-facing role in a very collaborative environment and therefore it requires strong inter-personal skills. You will work with our customers' and partners', to resolve complex problems with potentially very costly and far-reaching consequences. The successful candidate will be able to quickly gain an understanding of the Smarsh platform.Responsibilities:Research, reproduce, troubleshoot, and solve highly challenging technical issuesYou will provide thoughtful direction and support for technical inquiriesExpected to manage workload in a fast-paced environment and be proactive with customer issuesParticipate in weekend Maintenance Window and/or Major Incident activity and manage all internal and external communicationsOutstanding attention to detail and high personal characterYou will reproduce customer issues and log tickets with engineeringYou will create and submit documentation and knowledgebase articles to empower customer self-service and enable their success with our solutionsYou will work closely with Engineering, QA, Consulting Services, Dev Ops, and Product Management on a variety of tasks. Sometimes you will work with similar cross-functional teams from partner organizationsYou will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve the customer experienceYou might be asked to serve as a Technical Account Manager for our largest enterprise customers and partners. They will look to you for technical guidanceParticipation in on-call rotation for holiday and/or weekend support coverage (As needed)Manage daily support shift turnover meetings and hand-off of critical issues between shiftsYou will collaborate and contribute to Support Team infrastructure tools and processes.Skills:5+ years' experience in a client-facing role preferredBS/MS in Computer Science, or equivalent job experience preferredAbility to diplomatically address customer concerns and provide feedbackExceptional soft skills and customer serviceA strong understanding of ITIL methodology (Major Incident Management; Service Request vs Major Incident)A good understanding and experience with Unified Communications, Enterprise Social Software, Community Networks, Data Archiving, and Public Instant Messaging applicationsStrong Windows Server or Linux skills - navigation and toolsStrong understanding of directory servers and Azure ADStrong understanding of SQL Server and/or another RDBMSExperience working with team members in different geographic locations and time zonesAble to debug and identify network issuesStrong personal commitment to quality and customer serviceExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsAbility to work with high-value customer administrators and developersExcellent time management skillsExperience with cloud-based long-term e-mail and data archiving solutions is preferred, i.e. Smarsh, Global Relay, HP Autonomy, Symantec Enterprise Vault, ZL Technologies, Iron Mountain PRB