Technical Support - Tech Lead

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 in office.

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