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.
Roles & Responsibilities
- Incident Troubleshooting and Resolution:
- Analyze and resolve incidents promptly to ensure minimal disruption
- Review, comprehend, and work with existing codebases to ensure seamless integration and improvements.
- Implement and deploy updates or enhancements to production environments efficiently and with minimal disruption.
- Identify issues/ root causes (RCA) and implement solutions effectively
- Correlate error patterns to detect trends and prevent future incidents
- Pinpoint areas requiring fixes and recommend appropriate actions
- Document lessons learned from each incident to improve processes and knowledge-sharing
- Address and Resolve Issues:
- Handle straightforward issues, such as configuration changes and low-impact problems stemming from recent builds
- Over time, take on more complex issues with guidance from the core Engineering team.
- Issue Escalation:
- Escalate issues beyond the scope of the L3 team to the Engineering team per predefined criteria.
- Collaboration and Coordination:
- Work closely with the Technical Support and Engineering teams to establish fixes and incident resolution timelines.
- Production Configuration Management:
- Monitor and maintain production configurations for databases, servers, and other infrastructure.
- Plan and support upgrades as required.
- Product Enhancements:
- Develop customer-focused improvements to the product, such as enhanced reports and other value-adding features.
- Participate in customer calls for real-time troubleshooting and discussions
- Other duties as assigned
- Shift hours: UK/EMEA hours
Required technical skills:
- Proficient in Core Java and Python; knowledge of GoLang is a plus.
- Hands-on experience with technologies such as Kafka, MongoDB, Elasticsearch, and AWS services like S3, Athena, and Aurora.
- Strong expertise in relational databases and SQL
- Strong leadership skills and the ability to guide teams effectively are highly desirable.
- Hands-on experience in creating and managing dashboards using tools like Datadog and Honeycomb to monitor system performance and ensure operational efficiency.
Desired skills & experience
- Bachelor's degree in Engineering or Equivalent in a technical-related field or industry/career equivalent experience.
- Minimum of 8+ years of experience in the IT industry, with a proven track record of solving complex computing problems.Passion for helping customers succeed.
- Deep IT, networking, database, SaaS/Cloud application support experience.
- Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
- Excellent verbal, written and interpersonal communication skills.
- Expert level diagnosis and problem-solving abilities.
- Time management and critical thinking skills.
- ·Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
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.
