Technical Lead - Content Experience

Summary

Join Smartsheet as a Technical Team Lead in Technical Support! As a subject matter expert, you will lead a support pod, resolving complex technical issues and mentoring your team. You will collaborate with Engineering and Product teams, driving improvements in case handling and quality assurance. This fully remote eligible role requires strong technical troubleshooting skills, leadership experience, and excellent communication abilities. You will be responsible for technical escalations, knowledge base management, and contributing to the growth of Smartsheet's customers. The ideal candidate is passionate about customer success and driving positive change within the support organization.

Requirements

• 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 of experience demonstrating leadership qualities within a technical support or services organization
• 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, API configurations, HTML, CSS, jQuery, SQL
• 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

Responsibilities

• Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem
• 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
• Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents
• Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations
• Actively engage in the release readiness process, evaluating new features and changes
• Be the expert for all configurations - This includes SAML/SSO, custom API, and CDN configurations, and minor UI updates
• Run custom reports for clients via Bigquery and Postgres
• Assist with the partner and reseller accounts on all technical requests
• Responsible for assistance in completion of the SOC II security audit
• Write scripts to automate processes for CX team via our API or Rails console
• Maintain admin portal code base, as well as create pull requests to our main code repository for new features and quality of life automations
• Create pull requests to our main code repository to fix bugs that touch HTML, CSS, JavaScript, JQuery, Ruby, Rails, React code
• Triage bugs using tools like Datadog / Sidekiq / Rollbar / Logrocket / Postman

Preferred Qualifications

Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)