Technical Lead - Content Experience

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Requirements:

• 4+ years of experience in a Technical Support setting, preferably in a high-volume SaaS environment.
• 3+ years of leadership experience in a technical support or services organization.
• Bachelor’s degree preferred (CompSci or Engineering a plus) or relevant certifications.
• Strong curiosity and expert troubleshooting skills.
• Ability to scope, research, reproduce, document, and resolve technical issues.
• Capability to explain complex concepts clearly.
• Comfort in briefing internal and external C-level executives.
• Working knowledge of Smartsheet core, API, and integrations.
• Understanding of RESTful APIs, API configurations, HTML, CSS, jQuery, SQL.
• Passion for meaningful customer interactions.
• Strong operational skills and leadership abilities with distributed teams.
• Excellent written, verbal, and interpersonal communication skills.
• Willingness to travel domestically and internationally if applicable.

Responsibilities:

• Serve as domain subject matter expert and proficient with other areas of the Smartsheet ecosystem.
• Support customers and peers to resolve technical issues and meet team goals/SLAs.
• Act as the technical escalation point and communicate with Product and Engineering teams.
• Provide technical consulting, case reviews, knowledge management, and quality assessments.
• Assist with mentorship and contribute to team domain knowledge.
• Monitor team’s case queue to ensure targets are met and participate in escalation triaging.
• Handle on-call responsibilities and act as primary contact during incidents.
• Identify improvement areas in Support processes and Smartsheet applications.
• Engage in release readiness and evaluate new features.
• Be the expert for configurations and run custom reports.
• Assist with partner and reseller technical requests.
• Help complete SOC II security audits, automate processes, maintain code base, and create pull requests.
• Triage bugs using various tools.