Smartsheet
Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work.
Smartsheet is looking for a Technical Team Lead for its Technical Support organization to be a subject matter expert within our feature-specific Support pods. Apart from working on a broad spectrum of technical customer issues, you will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance, provide technical team mentorship, be incorporated in aspects of training & hiring, and bring the voice of Support and Customers to Product during feature development phases.
A suitable candidate requires someone focused on both the customer and Support agent experiences. Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role. The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet's customers.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Support Manager. This role is fully remote eligible
Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around:
50% Leading as your Pod's top technical expert, help drive outcomes with SME knowledge and insights.
30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your Pod.
20% Additional duties as assigned
You Will:
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
Be the expert for all configurations - This includes SAML/SSO, custom API, and CDN configurations, and minor UI updates.
Run custom reports for clients via Bigquery and Postgres
Assist with the partner and reseller accounts on all technical requests
Responsible for assistance in completion of the SOC II security audit
Write scripts to automate processes for CX team via our API or Rails console
Maintain admin portal code base, as well as create pull requests to our main code repository for new features and quality of life automations
Create pull requests to our main code repository to fix bugs that touch HTML, CSS, JavaScript, JQuery, Ruby, Rails, React code
Triage bugs using tools like Datadog / Sidekiq / Rollbar / Logrocket / Postman
Additional Duties as assigned
You Have:
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 of 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, API configurations, HTML, CSS, jQuery, SQL
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
Current US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity. US Base Salary Pay Range
$80,000—$110,000 USD
Get to Know Us:
At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote
A suitable candidate requires someone focused on both the customer and Support agent experiences. Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role. The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet's customers.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Support Manager. This role is fully remote eligible
Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around:
50% Leading as your Pod's top technical expert, help drive outcomes with SME knowledge and insights.
30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your Pod.
20% Additional duties as assigned
You Will:
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
Be the expert for all configurations - This includes SAML/SSO, custom API, and CDN configurations, and minor UI updates.
Run custom reports for clients via Bigquery and Postgres
Assist with the partner and reseller accounts on all technical requests
Responsible for assistance in completion of the SOC II security audit
Write scripts to automate processes for CX team via our API or Rails console
Maintain admin portal code base, as well as create pull requests to our main code repository for new features and quality of life automations
Create pull requests to our main code repository to fix bugs that touch HTML, CSS, JavaScript, JQuery, Ruby, Rails, React code
Triage bugs using tools like Datadog / Sidekiq / Rollbar / Logrocket / Postman
Additional Duties as assigned
You Have:
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 of 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, API configurations, HTML, CSS, jQuery, SQL
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
Current US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity. US Base Salary Pay Range
$80,000—$110,000 USD
Get to Know Us:
At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote