Technical Lead

About Smartsheet

For over 20 years, Smartsheet has empowered teams to achieve anything, from seamless work management to smart, scalable solutions. We focus on building tools that automate manual tasks, uncover insights, and scale smarter, creating a space for big thinking, action, and impactful work. This environment where challenge meets purpose and passion drives progress is the magic we strive for daily.

The Opportunity: Technical Lead

Smartsheet is seeking a Technical Lead to join its Technical Support organization. As a subject matter expert within our feature-specific Support pods, you will handle a broad spectrum of technical customer issues, manage escalations with Engineering partners, and drive improvements in case handling and quality assurance. This role also involves technical team mentorship, participation in training and hiring, and advocating for Support and Customer perspectives during product feature development.

This position requires a strong focus on both customer and Support agent experiences. Ideal candidates are comfortable multitasking, possess expert troubleshooting skills, can operate effectively in ambiguity, and demonstrate confidence. You will leverage a balance of technical, analytical, and collaborative competencies while partnering with a distributed team across various functions and geographies. A proven history of empowering Support teams and a passion for customer growth and success are essential.

At Smartsheet Support, we empathize with and empower others through expert engagements, serving as the first line of response for customers to resolve issues, share best practices, and advocate for users. Our expert teams are aligned to specific knowledge domains to ensure effective and expedient customer resolution.

You will report to a Support Manager. This role is fully remote eligible.

Core Responsibilities

Core responsibility distribution may change based on business and customer needs, but generally includes:

• 50% Leading: Serve as your Pod’s top technical expert, driving outcomes with SME knowledge and insights.
• 30% Operations: Provide oversight, case/queue management, and insights into your Pod’s day-to-day operations.
• 20% Additional Duties: As assigned.

What You Will Do

• Serve as your Pod’s domain subject matter expert (SME) and be proficient across the Smartsheet ecosystem.
• Support customers and peers to resolve technical issues and meet team goals/SLAs, aligning with the Support mission and core values.
• Act as your team’s technical escalation point and the conduit to the Product and Engineering teams.
• Provide technical consulting, conduct case reviews, perform quality assessments, and manage internal knowledge base content.
• Assist with technical mentorship and contribute to the team’s overall domain knowledge growth.
• Partner with the Pod manager and team to monitor, collaborate on, and participate in your team’s case queue to ensure targets are met.
• Participate in the triaging and monitoring of escalation requests from internal partner organizations.
• Provide occasional on-call responsibilities and act as the primary communication point during application incidents.
• Identify areas for improvement in Support processes, tools, the Smartsheet application, API, and various apps and integrations.
• Actively engage in the release readiness process, evaluating new features and changes.
• Perform additional duties as assigned.

What You Have

• 4+ years of experience in a Technical Support setting or equivalent, preferably in a high-volume technical SaaS environment requiring critical thinking and problem-solving.
• 3+ years experience demonstrating leadership qualities within a technical support or services organization.
• Bachelor’s degree preferred; Computer Science or Engineering degree is 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 comfort briefing internal and external C-level executives on technical 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 domestically and internationally if applicable.

Key skills/competency

• Technical Support
• SaaS Environment
• Troubleshooting
• Customer Advocacy
• Technical Leadership
• API Knowledge (RESTful APIs)
• Escalation Management
• Mentorship
• Process Improvement
• Quality Assurance