Technical Support Escalations Analyst

Smartsheet is looking for an **Escalations Analyst **to join our Technical Support team who will be responsible for assessing and monitoring open customer escalations. This role is critical in ensuring that escalations are routed to the right places and are cataloged and reported to leadership. This role does not interface directly with customers nor will it be expected to resolve cases. Instead, this role focuses on identifying the root causes of these escalations to provide insights and opportunities for possible product and process improvements for the prevention of future escalations. You will work closely with internal stakeholders from Support as well as other departments across Smartsheet. Successful individuals in this role will enjoy researching, have strong pattern recognition skills, possess a need to "seek the truth," and be comfortable making decisions when not all the data may be available. This position requires a motivated individual who can operate independently and as a team, and thrives on bettering our product and processes to improve customer experiences. This important role will report to a Senior Manager of Technical & Customer Support Operations in Costa Rica, and work with team members across the globe. This role is open to being 100% remote. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results. Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set. **You Will**: - Assess and triage incoming escalation requests, providing a level of oversight for escalated Technical Support issues. Helping to ensure they're being addressed by the right team of technical experts - Capture potential system and procedural improvements within escalation processes, to improve customer experience and efficiency - Identify and report on common trends causing customer escalations from product to process issues, provide recommendations for improvement, and help track resolution of these issues to prevent the same escalations occuring in the future - Work closely with our Escalation & Hypercare Managers to share your updates & findings and collaborate on ways to improve the escalation program - Become a Smartsheet certified expert and experience the full onboarding & training of a Technical Support Specialist - Perform other duties as assigned **You Have**: - 2+ years customer or technical support experience, preferably in a SaaS environment - Experience working with ticketing / CRM tools, such as Salesforce/Service Cloud, Zendesk, or Jira - Experience working with spreadsheet/data visualization tools such as Excel, Smartsheet, Google Docs, Tableau, Domo - Ability to capture, manipulate, analyze, and draw inferences from large data sets - Ability to work independently or collaboratively in a fast-paced environment - Possess technical troubleshooting skills to aide in deconstructing the timeline of events of an escalation - Confidence and strong interest in problem solving - Willingness to engage on complex matters and demonstrable "issue ownership" - Comfortable working in ambiguous situations with little direction **Perks & Benefits**: - Fully paid Health & Life insurance for full-time employees and family members - Monthly stipend to support your work and productivity - 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, Australia, Costa Rica, and Germany. 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