Technical Support Engineer II

About the role

Smarsh is looking for a Technical Support Engineer II to deliver expert-level assistance for its SaaS‑hosted enterprise products. You will work across multiple support channels, troubleshoot complex issues, and ensure high customer satisfaction.

Key responsibilities

• Provide frontline and backline support for SaaS enterprise solutions.
• Troubleshoot complex technical problems, develop test cases, and identify root causes.
• Meet service‑level agreements via phone, web, and community platforms.
• Serve as a Subject‑Matter Expert across multiple products.
• Manage cases in Salesforce with detailed documentation and status updates.
• Collaborate with SRE and Engineering teams to resolve escalations.
• Share knowledge using KCS best practices and support “shift‑left” initiatives.
• Contribute to product, policy, and process improvements.
• Potentially act as Business Critical Support for premium accounts.

Required profile

• Bachelor’s degree in a technical field or equivalent experience.
• 3+ years in customer support or 6+ years of relevant industry experience.
• Strong background in IT, networking, databases, and SaaS/cloud support; on‑premise experience is a plus.
• Desirable certifications: Windows, Linux, RDBMS, AWS, Kubernetes.
• Excellent problem‑solving, communication, and time‑management skills.
• Familiarity with Fintech or Regtech domains is a plus.

Required skills

• IT and networking fundamentals
• Database concepts
• SaaS and cloud technologies
• Windows operating system
• Linux operating system
• RDBMS platforms
• AWS cloud services
• Kubernetes orchestration
• Salesforce CRM
• Microsoft Office applications
• JIRA and Confluence

What we offer

• Opportunity to work with cutting‑edge AI/ML technologies.
• Collaborative culture focused on innovation, humility, and humor.
• Continuous learning environment within a fast‑growing, award‑winning company.