About the job
For over two decades, Smartsheet has been at the forefront of empowering individuals and teams to achieve remarkable outcomes. Our innovative work management tools and scalable solutions enable seamless operations, automating mundane tasks while uncovering valuable insights. We cultivate an environment that inspires big thinking, proactive action, and the realization of impactful work. Here, the intersection of challenge and purpose creates a transformative experience that fuels our daily mission.
We are seeking a dynamic Technical Support Team Lead to join our Technical Support division. In this pivotal role, you will serve as a subject matter expert within our specialized support pods, addressing a diverse range of technical customer inquiries. You will collaborate closely with our Engineering teams to manage escalations, enhance case handling processes, and maintain quality assurance. Mentorship and guidance for the technical support team will also be part of your responsibilities, alongside contributing to training and recruitment efforts. You will represent the voice of Support and Customers in product development discussions.
The ideal candidate will prioritize customer and support agent experiences, demonstrating exceptional multitasking abilities, troubleshooting expertise, and the confidence to thrive in ambiguous situations. A successful candidate will balance technical, analytical, and collaborative skills while working with a distributed team across various functions and geographical locations. A proven track record in driving meaningful change to enhance support operations and a passion for the success of Smartsheet’s customers are essential for this role.
At Smartsheet Support, we are committed to empowering our users through expert engagement, serving as the primary point of contact for issue resolution, sharing best practices, and advocating for our customers. Our teams specialize in distinct knowledge domains, ensuring effective and timely customer resolutions.
This is an in-office position reporting to a Support Manager.
