Technical Lead - Content Experience

Posted 24 days agoViewed

💎 Seniority level: Lead, 4+ years

📍 Location: US

💸 Salary: 80000 - 110000 USD per year

🔍 Industry: Software as a Service (SaaS)

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: LeadershipSQLHTMLCSSJavascriptjQueryRubyPostgresReactCommunication SkillsProblem SolvingRESTful APIsTroubleshooting

4+ years of experience in a Technical Support setting, preferably in a high-volume SaaS environment.
3+ years of demonstrated leadership qualities in technical support or services organization.
Bachelor’s degree preferred, CompSci or Engineering degree a plus.
Strong troubleshooting skills and ability to explain complex concepts clearly.
Knowledge of Smartsheet, API configurations, HTML, CSS, jQuery, and SQL.

Serve as your Pod's domain subject matter expert (SME) within the Smartsheet ecosystem.
Support customers to resolve technical issues and meet team goals/SLAs.
Act as the technical escalation point and liaise with Product and Engineering teams.
Provide technical mentoring and enhance overall domain knowledge within the team.
Monitor and participate in the team's case queue for performance targets.
Engage in the release readiness process for new features.

Posted 24 days ago

📍 US

🧭 Full-Time

💸 80000 - 110000 USD per year

🔍 Technology / SaaS

🏢 Company: Smartsheet👥 1001-5000💰 $3,200,000,000 Post-IPO Debt 3 months ago🫂 Last layoff almost 2 years agoSaaS Enterprise Software

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.

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.

LeadershipSQLHTMLCSSJavascriptjQueryRubyPostgresReactCommunication SkillsProblem SolvingRESTful APIsCustomer support

Posted 24 days ago

🔧 Requirements