Technical Lead - Content Experience

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

Smartsheet is looking for a Technical Team Lead for its Technical Support organization to be a subject matter expert within our feature-specific Support pods. Apart from working on a broad spectrum of technical customer issues, you will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance, provide technical team mentorship, be incorporated in aspects of training & hiring, and bring the voice of Support and Customers to Product during feature development phases. 

A suitable candidate requires someone focused on both the customer and Support agent experiences. Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role. The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet’s customers. 

At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. 

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

Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around: 

• 50% Leading as your Pod’s top technical expert, help drive outcomes with SME knowledge and insights. 
• 30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your Pod. 
• 20% Additional duties as assigned 

You Will: 

• 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
• Additional Duties as assigned

You Have: 

• 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 
• Bachelor’s degree preferred, CompSci or Engineering degree 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 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

Current US Perks & 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)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. 

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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