Interact with leadership across Smarsh and clients.
Provide frontline/backline support for Enterprise products; diagnose root causes.
Ensure SLA adherence and participate in bridge calls for outages.
Diagnose and resolve complex issues; escalate as needed by impact.
Log and track cases in Salesforce with detailed records.
Lead customer escalations or third-party coordination for critical accounts.

🎯 Requirements

Passion for helping customers succeed.
Excellent verbal, written and interpersonal communication skills.
Expert level diagnosis and problem-solving abilities.
Proficient in using CRM systems, Microsoft apps, JIRA/Confluence.
7+ years in a support delivery role; advanced IT, networking or SaaS/cloud exp.
SQL, RDBMS exposure; Linux; Elasticsearch.

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