Smartsheet

Technical Lead – Remote Eligible

Smartsheet

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem
  • Support customers and peers to resolve technical issues and meet team goals/SLAs in alignment with the Support mission and core values
  • Serve as your team’s technical escalation point; act as the conduit to the Product and Engineering teams
  • Provide technical consulting, case reviews and quality assessments, internal knowledge base management
  • Assist with technical mentorship and contribute to growing overall domain knowledge within the team
  • Partner with Pod manager and individuals/team to monitor, collaborate, and participate in your team’s case queue to ensure targets are met
  • Participate in the triaging & monitoring of escalation requests from our internal partner organizations
  • Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents
  • Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations
  • Actively engage in the release readiness process, evaluating new features and changes
  • Additional Duties as assigned

Requirements

  • 4+ years of experience in a Technical Support setting or equivalent, with a preference for operating in a high-volume technical SaaS environment with a high degree of critical thinking and problem solving
  • 3+ years experience demonstrating leadership qualities within a technical support or services organization
  • Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications
  • Strong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters
  • Ability to thoroughly scope, research, reproduce, document, and solve technical issues
  • Ability to explain complex concepts clearly
  • Possess an executive presence and are comfortable briefing internal and external C-level executives on technical and matters
  • Working knowledge of the Smartsheet core, API, premium apps & integrations, and understanding of RESTful APIs
  • A passion for delivering meaningful interactions with customers
  • Strong operational skills and ability to work with and lead distributed teams and stakeholders
  • Excellent written, verbal and interpersonal communication skills
  • Willingness to travel domestic and international if applicable
Benefits
  • Fully paid Health & Life insurance for full-time employees and family members
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Monthly stipend to support your work and productivity
  • Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid Vacation + Flexible Time Away Program
  • 20 weeks fully paid Maternity Leave
  • 12 weeks fully paid Paternity/Adoption Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to Udemy online courses
  • Company Funded Perks including a counseling membership and your own personal Smartsheet account
  • Teleworking options from any registered location in Costa Rica (role specific)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproblem solvingtechnical troubleshootingSmartsheetAPIRESTful APIscase reviewsquality assessmentsknowledge base managementrelease readiness
Soft Skills
leadershipcuriositycommunicationexecutive presenceinterpersonal skillsoperational skillscollaborationmentorshipcritical thinkingcustomer engagement
Certifications
Bachelor’s degreeCompSci degreeEngineering degreerelevant industry certifications