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Technical Support - Tech Lead

1 hour, 34 minutes ago
India
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
REST API SQL
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 135

Description

  • Serve as the pod’s primary technical subject matter expert across Smartsheet products, APIs, apps, and integrations.
  • Resolve complex customer and peer technical issues while helping the team meet targets and SLAs.
  • Act as the technical escalation point and liaison between Support, Product, and Engineering teams.
  • Provide technical consulting, case reviews, quality assessments, and internal knowledge base management.
  • Mentor support team members and help grow domain knowledge within the pod.
  • Partner with pod leadership to monitor and manage the case queue and day-to-day operations.
  • Triaging and monitor escalation requests from internal partner organizations.
  • Provide occasional on-call support and serve as the primary communication contact during application incidents.
  • Identify and recommend improvements to support processes, tools, and Smartsheet features.
  • Participate in release readiness by evaluating new features and product changes.

Requirements

  • 4+ years of experience in technical support or an equivalent role, preferably in a high-volume technical SaaS environment.
  • 3+ years of experience demonstrating leadership in a technical support or services organization.
  • Bachelor’s degree preferred; computer science or engineering degree is a plus.
  • Relevant industry certifications are preferred.
  • Proficiency in SQL queries.
  • Working knowledge of Smartsheet core, API, premium apps, and integrations.
  • Understanding of RESTful APIs.
  • Strong technical troubleshooting skills and ability to scope, research, reproduce, document, and solve issues.
  • Ability to explain complex concepts clearly and communicate effectively in writing and verbally.
  • Executive presence and comfort briefing internal and external C-level executives.
  • Strong operational skills and ability to work with and lead distributed teams and stakeholders.
  • Willingness to travel domestically and internationally, if applicable.

Benefits

  • In-office role with the opportunity to work closely with technical and product teams.
  • Exposure to a broad range of technical customer issues and product development work.
  • Opportunity to influence support process improvements and product quality.
  • Equal opportunity employer committed to an inclusive hiring environment.
  • Interview accommodations available to support a comfortable and positive experience.

Interested in this position?

Apply directly on the company website

Apply Now

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