Applyπ US
π§ Full-Time
πΈ 80000 - 110000 USD per year
π Technology / SaaS
π’ Company: Smartsheetπ₯ 1001-5000π° $3,200,000,000 Post-IPO Debt 3 months agoπ« Last layoff almost 2 years agoSaaSEnterpriseSoftware
- 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.
- Bachelorβs 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 teamβs 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 9 days ago
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