Creed Sargent Email & Phone Number

Portland, Or, Us

Portland, Or, Us

Portland, Or, Us

Vancouver, Washington, Us

Portland, Or, Us

● Facilitates the daily standup for the Technical Support Engineering team and performs daily healthcheck of the platform, addressing any outstanding escalations or inquiries.● Responsible for team case quality, including coaching and review of all Client Services teamescalations and interactions with SaaS Ops, Engineering and Development teams.● Fosters key relationships across the organization (Site Reliability Engineering, TechnicalOperations, Software Development, Product Management, Customer Success, ProfessionalServices, Project Management), enabling quick and efficient knowledge transfer reducing processdelays.● Continued contributions to daily product standup as product owner for support.● Serve as a technical resource and escalation point for Smarsh Platforms across the Client Servicesorganization.

Portland, Or, Us

● Contributes to a daily Smarsh Platform standup in which issues are identified and prioritized with product and development teams. ● Attends and monitors current Smarsh Change Advisory Board process for critical fixes and maintenance. ● Works with engineering leadership in conjunction with priority customers to craft specialized customer communications and to gather requirements for any feature requests or specific next steps. ● Collaborates with support leadership to document and improve current Jira support processes and identify knowledge gaps in our Confluence environment and rectify them. ● Validates, documents, prioritizes and escalates both customer-reported and team-identified platform bugs and opportunities to improve or increase product functionality. Documentation in Jira and Confluence. ● Collaborates with Site Reliability and Development teams to improve product functionality and resolve customer-facing issues. Works to correlate customer-reported errors with Splunk logging resources. ● In the event of a product platform incident or scheduled maintenance, serves as the primary point of contact between customer-facing teams and internal engineering teams.

Portland, Or, Us

● Works exclusively with enterprise-level accounts with increased SLA commitments, including working with specific technicians on a consistent, relationship-driven basis.

Portland, Or, Us

● Delivers frontline support for both administrators and end-users across all platform products, including partner products such as Exchange, Gsuite and Office 365.