Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. The Application Support Engineer II - Event role is responsible for monitoring, validating, and troubleshooting system and application related issues, handling customer issues via phone and/or email, and collaborating with cross-functional teams to resolve issues and fulfill customer needs.
Requirements
- Proactively monitor, validate, and troubleshoot internally raised system and application related issues
- Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues
- Handling planned/unplanned system & application Health checks
- Flexible to work in staggered shifts
- Identifying monitoring gaps within the product and suggesting ways to bridge the gap
- Vetting/analysing newly created alerts before moving them to production
- Develop knowledge around the monitoring platform
- Provide guidance, training, and assistance to team members
- Identify patterns of recurring issues and work towards reducing the recurrence
- Keeping tab of issues that are being escalated to the next level
- Ensuring deployment of updated monitoring scripts
- Develop broad expertise for multiple assigned products
- 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
- Capture, reuse, and share knowledge using KCS practices
- Advocate for product, policy, and process improvements that improve the customer experience
- Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs
Benefits
- Comprehensive health insurance
- Flexible paid time off
- Retirement savings plan
- Professional development opportunities
- Team-building activities and social events
- Snacks and meals on site
