Smarsh
SaaS
ApplicationSupportEngineerII-Event
Neural analysis suggests this role is
optimal for Mid candidates.
“Application Support Engineer II - Event at Smarsh. Skills: Application support, Linux, SQL, Troubleshooting, Communication. 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”
Industry & Context.
Diagnosis and problem-solving abilities; Troubleshoot internally raised system and application related issues; Perform basic/advanced level troubleshooting; Identifying monitoring gaps; Identifying patterns of recurring issues
24/7 process, 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, May include KCS Coach role
What They're Looking For.
Must Have
Minimum of 2 years in a support delivery role or 4 years industry/career equivalent experience, Knowledge on Linux and application support, Proficient in using CRM business systems, Microsoft business applications and related support platforms
Nice to Have
IT, networking, or SaaS application support experience highly desired
What You'll Do.
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
Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alerting
Vetting/analysing newly created alerts before moving them to production
Develop knowledge around the monitoring platform to better fine tune alerts that are in production
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
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
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
reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher
policy and process improvements that improve the customer experience
Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs
How You'll Work.
Team & Collaboration
Provide guidance, training and assistance to team members; Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs
Communication Scope
Excellent verbal, written and interpersonal communication skills; Excellent communication skills is essential; Effective manage/triage issues to ensure timely customer status updates
Full Job Description
## Description Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008. About team 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 alert
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