Escalation Specialist

Summary

Join Smartsheet as a Tier 2 Support Escalation Specialist and tackle escalated technical cases from the Support team. You will thoroughly research, test, and document issues, working directly with customers to resolve their cases. Collaborate closely with Tier 3 Escalation Engineers and Smartsheet Product & Engineering teams. As a leader in the Smartsheet Support organization, you will contribute to developing internal processes, defining KPIs, improving tooling, and identifying areas for improvement. This role involves validating, investigating, resolving, or escalating customer-reported issues and updating documentation. You will need to rapidly shift focus between tasks, playing a critical role in crisis management and production service-impacting events. Success in this role requires researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with proper escalation documentation for handoff to internal engineering teams and Tier 3.

Requirements

• 2+ years support experience, preferably in an escalations capacity and in a SaaS environment
• Ability to work independently or collaboratively in a fast-paced environment
• A firm grasp of and comfort using cloud applications
• General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc..)
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Confidence and strong interest in problem solving
• Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience
• Possess superior technical troubleshooting skills
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction
• Ability to recognize and respond accordingly to how any single issue is affecting a customer(s)

Responsibilities

• Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation
• Support customers via email, chat and phone with strong writing skills and excellent phone manner
• Thoroughly understand, reproduce, document, and solve technical issues
• Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations
• Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
• May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations
• Help build and maintain technical and process documentation for internal and external customers

Preferred Qualifications

Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus

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)