Remote Tier 2 Escalation Specialist

Summary

Join Smartsheet as a Tier 2 Escalation Specialist to tackle complex technical issues, troubleshoot, test, and document complicated technical issues. This role requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving to resolve customer technical issues efficiently.

Requirements

• 2+ years technical or customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Confidence and strong interest in problem solving
• Excellent written, verbal, and interpersonal communication skills
• Ability to work independently or collaboratively in a fast-paced environment
• Working knowledge of assigned feature strongly preferred
• A firm grasp of and comfort using cloud applications
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Conceptual understanding of a RESTful service
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction

Responsibilities

• Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation
• Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues
• Contribute to your team’s goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own
• Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues
• Work with customers through a variety of channels including email, phone, and chat
• Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
• Contribute to internal & external documentation
• Manage other responsibilities as assigned

Benefits

• Employer-paid Private Medical and Dental, additional cost for family members
• Lucrative Employee Stock Purchase Program (15% discount)
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + 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 Udemy online courses
• Company Funded Perks including a counseling membership, salary sacrifice options and your own personal Smartsheet account
• Teleworking options from any registered location in the UK (role specific)