Technical Team Lead - Technical Support - Remote

Overview

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. You will work closely with our Engineering partners in managing escalations, drive improvements in case handling and quality assurance, provide technical team mentorship, and bring the voice of Support and Customers to Product during feature development phases.

In Short

• Lead as your Pod’s top technical expert.
• Provide oversight and insights of day-to-day operations.
• Support customers and peers to resolve technical issues.
• Act as the conduit to the Product and Engineering teams.
• Provide technical consulting and quality assessments.
• Assist with technical mentorship and knowledge growth.
• Participate in triaging escalation requests.
• Identify areas for improvement in Support processes.
• Engage in the release readiness process.
• Run custom reports for clients.

Requirements

• 4+ years in a Technical Support setting.
• 3+ years demonstrating leadership in a technical support organization.
• Bachelor’s degree preferred, CompSci or Engineering a plus.
• Strong technical troubleshooting skills.
• Ability to explain complex concepts clearly.
• Working knowledge of Smartsheet core, API, and integrations.
• Excellent communication skills.
• Willingness to travel if applicable.

Benefits

• HSA and employer-paid premiums for medical/vision/dental.
• 401k Match for future savings.
• Monthly stipend for work and productivity support.
• Flexible Time Away Program.
• Paid holidays and parental leave.
• Opportunities for professional growth.
• Teleworking options from any registered location in the U.S.