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 the 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,validateand 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( eithera Saturday or Sunday)
Flexible to work on a rotating basis between morning and afternoon shifts depending on therequirement.(Specific to India region)
Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alertingso as toproactively catch hold of any unforeseen events.
Vetting/analyzing newly created alerts before moving them to production by means of assessing noise, alert logic, alertdescriptionand behaviour.
Develop knowledge around the monitoring platform to better fine tune alerts that are in production.
Provide guidance,trainingand 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 that will help the team deal with those issues internally.
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 to drive high levels of customer satisfaction and long-term loyalty.
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.
Capture, reuse and share knowledge using KCS (Knowledge-CenteredService) practices as Contributor or Publisher. May include KCS Coach role.
Advocate for product, policy and process improvements that improve the customer experience.
Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.
Other duties asassigned Required Experience/Skills
Passion for helping customers succeed.
Excellent verbal, written and interpersonal communication skills.
Strong diagnosis and problem-solving abilities.
Strong knowledge on Linux and application support
Time management and critical thinking skills.
Proficient in using CRM business systems, Microsoft business applications and related support platforms. Education and Experience
Bachelor’sin computer science, Information Systems, or equivalent work experience or certifications.
Minimum of 4-6 years in a support delivery role
IT, networking, or SaaS application support experience highly desired Additional Information
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
