The Support Engineer will troubleshoot technical issues, manage incidents, and enhance product quality across federal and AWS environments, while collaborating with R&D and customer support teams.
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.
Summary
We are looking for a highly motivated R&D Support Engineer to join our engineering organization. In this role, you will serve as a critical technical bridge between our R&D teams, Customer Support, QA, and Product. You will troubleshoot complex issues, analyze production incidents, drive root-cause investigations, and contribute to continuous improvement in product quality and engineering workflows.
This role includes dual responsibility across two environments:
- Supporting and troubleshooting within our federal enclave environment, ensuring compliance, stability, and controlled-process operations.
- Supporting and maintaining our AWS-based production environment, working closely with cloud infrastructure and modern deployment pipelines.
This position is ideal for someone who enjoys problem solving, thrives in cross-team collaboration, and likes working at the intersection of development, operations, cloud systems, and customer-facing teams.
How will you contribute?
- Diagnose, reproduce, and analyze highly technical product issues reported from the field across both the federal enclave and AWS production environments.
- Lead root cause investigations, document findings, and partner with engineering teams to implement corrective actions.
- Monitor and analyze production performance indicators, logs, telemetry, and alerts from multiple environments.
- Provide technical summaries and incident reports to engineering leadership and escalation managers.
- Work closely with development teams to understand new features, architectural changes, and potential failure points.
- Partner with QA to validate fixes, verify edge-case scenarios, and enhance test coverage around recurring incidents.
- Provide feedback based on real-world usage and cross environment incident patterns to reduce regressions.
- Build and maintain debugging tools, scripts, dashboards, and test harnesses that improve troubleshooting in both secure and cloud environments.
- Identify recurring issues and propose enhancements to observability, stability, and supportability.
- Improve internal processes for incident handling, cross-team communication, and reporting.
- Serve as the technical escalation point for Support teams, delivering deep-dive explanations and guidance.
- Translate complex technical findings into clear, actionable insights for both technical and non-technical stakeholders.
- Participate in on-call rotations as needed.
Technical Investigation & Incident Management
Collaboration with R&D
Tools, Automation & Process Improvement
Cross-Functional Communication
What will you bring?
- 3+ years of experience in technical support, DevOps, SRE, QA, or an R&D-adjacent engineering role.
- Strong troubleshooting skills across distributed systems, APIs, microservices, or cloud environments.
- Hands on experience with logs, debugging tools, and monitoring platforms (e.g., Kibana, Grafana, Datadog, Splunk).
- Solid scripting/coding ability (Python, Bash, PowerShell, or similar).
- Excellent communication skills; able to articulate complex problems clearly.
- Ability to work across secure and cloud environments, including adapting workflows for federal enclave constraints
- Experience working in or supporting federal enclave / restricted-access environments.
- Experience supporting a FedRAMP certified product in production.
- Experience with CI/CD pipelines and build/test automation.
- Familiarity with Docker, Kubernetes, or cloud platforms (Azure, AWS, GCP).
- Background in incident management, postmortems, or SRE best practices.
- Understanding of networking, databases, and API debugging tools (Postman, Fiddler, etc.).
Must have
Nice to have
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.
Smarsh Redwood, California, USA Office
900 Veterans Blvd, 5th Floor, Redwood, CA, United States, 94063
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