Technical Lead
hace 1 día
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**:
- 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
- Actively engage in the release readiness process, evaluating new features and changes
- 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 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
- 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
**Perks & Benefits**:
- Fully paid Health & Life insurance for full-time employees and family members
- Equity - Restricted Stock Units (RSUs) for eligible roles
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
**About Smartsheet**
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees.
We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Costa Rica, Germany and Australia.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
BI-Remote
LI-Remote
-
Cloud Service Technical Lead Position
hace 2 días
San José, San José, Costa Rica Microsoft A tiempo completoOverviewAt Microsoft, we are looking for a skilled Cloud Service Technical Lead to join our team. This role involves leading the technical aspects of our cloud service, ensuring that it meets the highest standards of quality and reliability.Key ResponsibilitiesLead the development and implementation of new cloud service features and enhancements.Collaborate...
-
Technical Operations Lead
hace 1 semana
San Francisco, Heredia, Costa Rica Citi A tiempo completoJob OverviewThe Technical Operations Lead will play a crucial role in ensuring the stability and efficiency of Citi's technology infrastructure. This individual will work closely with internal teams to identify and resolve complex technical issues, and develop strategies to prevent similar problems from arising in the future.Main ResponsibilitiesTo lead...
-
Technical Support Team Lead
hace 1 día
San José, Costa Rica Socio Techtool A tiempo completo**technical support team lead**:**Socio Techtool**San JoseSan Joséexperiência2 añosInformáticaIngenieríaindefinidojornada completasalariono especificadopublicadohace 4 horasTechnical Support Team LeadThis position requires to provide technical support for our products, in addition to monitor and supervise a small group of IT.RESPONSIBILITIES:-...
-
Technical Operations Lead
hace 5 días
San José, San José, Costa Rica Crg Solutions A tiempo completoCompany OverviewCrg Solutions is a dynamic and forward-thinking organization that prides itself on delivering exceptional customer service. As a leading provider of cutting-edge solutions, we are committed to driving innovation and excellence in everything we do.Job DescriptionWe are seeking a highly skilled Technical Operations Lead to join our team. The...
-
DevOps Technical Lead
hace 4 días
San Pedro, Costa Rica Tek Experts A tiempo completoOverview: We’re in search of an experienced Technical Lead to join our technical team in a vital capacity as the first point of escalation when technical knowledge requirements surpass initial levels of support. You will deal with cases for highly demanding customers, mentor your team members, and ensure the team’s technical acumen is consistently...
-
Technical Team Lead Opportunity
hace 6 días
San José, San José, Costa Rica Tek Experts A tiempo completoAbout Us:Tek Experts is a leading provider of technical services, dedicated to delivering exceptional customer experiences. We are committed to empowering our team members to succeed and grow in their careers.Job Description:We are seeking an experienced Technical Team Lead to join our team. In this role, you will be responsible for managing a team of 15-20...
-
Software Technical Lead
hace 1 día
San José, Costa Rica L. L. Bean A tiempo completoWe invite you to be part of our team of trailblazers dedicated to helping people discover and enjoy the outside.Come join us.Because on the inside we're all outsiders.And if it's outside, we're all in.We offer:- Extraordinary employee experience- Flexible schedule- Working from home- Fitness subsidy- Education subsidy- 3 paid days to enjoy outdoor...
-
Technical Front-end Developer Lead
hace 2 días
San Francisco, Heredia, Costa Rica 360Training A tiempo completoCompany OverviewWe are a leading provider of online training solutions and are seeking an experienced Technical Front-end Developer Lead to join our team.Job DescriptionAs a Technical Front-end Developer Lead, you will be responsible for leading the development and maintenance of front-end storefronts using Drupal and managing the transition to a headless...
-
Software Engineering Lead
hace 5 días
San Francisco, Heredia, Costa Rica Hangar Worldwide A tiempo completoAbout the RoleAt Hangar Worldwide, we are seeking a highly skilled Software Engineering Lead - Technical Architect to join our team. This is a key leadership position responsible for driving the technical direction of our software development projects.Key ResponsibilitiesTechnical Leadership: Provide technical guidance and oversight to ensure that all...
-
Technical Lead for JavaScript Development
hace 1 semana
San José, San José, Costa Rica Encora A tiempo completoWe are seeking a skilled Technical Lead to lead our JavaScript development team in Latam.English proficiency is essential for this position, allowing the successful candidate to communicate effectively with colleagues and stakeholders worldwide.The ideal candidate will possess extensive experience with JavaScript, HTML, and CSS, as well as a strong...
-
Technical Lead Python Fullstack Developer
hace 5 días
San José, Costa Rica Encora A tiempo completoAt Encora we are looking for a great talent like you to join our team as the next **Technical **Lead Python Full Stack** **(9109) Only people allocated in Colombia, Bolivia or Costa Rica** Would you like to join our great team of engineers? Here we will tell you more about us and the role! **About the role**: As a **Lead Python Full Stack**, you will be...
-
Technical Lead Full Stack Java+angular
hace 4 días
San José, Costa Rica Encora A tiempo completoAt Encora we are looking for a great talent like you to join our team as the next **Technical Lead FullStack Java+Angular (9397)** Would you like to join our great team of engineers? Here we will tell you more about us and the role! **About the role**: As a Technical Lead FullStack, you will be part of a highly skilled technology and agile team by...
-
Engineering Manager
hace 4 días
San José, Costa Rica PK A tiempo completoOverview: Concentrix Catalyst is the experience design and engineering team of Concentrix, a leading global solutions company that reimagines everything CX through strategy, talent and technology. We combine human-centered design, powerful data and strong tech to accelerate CX transformation at scale. The Catalyst Team is seeking an Engineering Manager to...
-
Customer Experience Manager
hace 3 días
San José, San José, Costa Rica Microsoft A tiempo completoAt Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a Customer Experience Manager - Technical Support Lead, you'll play a critical role in driving customer satisfaction and loyalty.The Customer Service & Support (CSS) organization is responsible for delivering a seamless support experience to our...
-
Technical Team Lead
hace 4 días
San José, San José, Costa Rica Tek Experts A tiempo completoWe are seeking a seasoned Technical Team Lead to oversee the Azure Platform Technical Support (APTS) team. This experienced professional will be responsible for managing a team of 15-20 support engineers, ensuring exceptional customer service across technical service lines.Key Responsibilities:Manage team performance and ensure timely issue resolutionSupport...
-
Cloud Security Technical Lead
hace 3 días
San José, San José, Costa Rica Sysdig A tiempo completoWe value diversity and collaborative innovation to drive ambitious goals. At Sysdig, we prioritize a great work environment, as evident from our **2021 Bay Area Best Places to Work Award**. We seek team members who share our customer-centric approach and are willing to dive deep to understand problems and deliver innovative solutions.Sysdig Monitor and...
-
Technical Lead
hace 2 días
San Francisco, Heredia, Costa Rica Stryker A tiempo completoAbout the RoleWe are seeking an experienced Technical Lead to join our team in a critical infrastructure and security role. As a key member of our organization, you will be responsible for providing technical oversight and leadership to ensure the security and integrity of our systems.
-
Procurement Technical Lead
hace 1 día
San José, Costa Rica Emerson A tiempo completo**Welcome to Emerson: A Place Where People Thrive**We are passionate about what we do.Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century.Our dedication to excellence and innovative technologies has positioned us as a leader in the world of automation solutions and engineering.We believe that our...
-
Technical Lead Java, Python, React
hace 1 día
San José, Costa Rica Encora A tiempo completoAt Encora we are looking for a great talent like you to join our team as the next **_Technical Lead Java, Python, React _**_(5195)_**Would you like to join our great team of engineers?Here we will tell you more about us and the role!**About the role**:As a **_Technical Lead Java, Python, React_**, you will be part of a highly skilled technology and agile...
-
Technical Systems Integration Lead
hace 2 días
San Francisco, Heredia, Costa Rica Moody'S A tiempo completoJob Summary:">We are seeking a highly skilled Technical Systems Integration Lead to join our team at Moody's. As a key member of our IT department, you will be responsible for overseeing the integration and implementation of complex IT projects.">About the Role:">The ideal candidate will have strong technical knowledge of integrating and testing large,...