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Technical Lead
hace 3 semanas
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.
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