Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
Smartsheet is looking for a Technical Team Lead for its Technical Support organization to be a subject matter expert within our feature-specific Support pods. Apart from working on a broad spectrum of technical customer issues, you will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance, provide technical team mentorship, be incorporated in aspects of training & hiring, and bring the voice of Support and Customers to Product during feature development phases.
A suitable candidate requires someone focused on both the customer and Support agent experiences. Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role. The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet’s customers.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Support Manager. This role is fully remote eligible
Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around:
You Will:
You Have:
Current US Perks & Benefits:
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer.
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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