About the Role

Love untangling tricky technical puzzles and making someone is day through stellar support? You might just be our next Technical Support Specialist II at Smartsheet. For two decades, we have built tools that help teams work smarter, automate the tedious stuff, and focus on what truly moves the needle. Now, we need a problem solving wizard to join our Core Apps support team. This is a fully remote role open globally, meaning you can collaborate with teammates spanning multiple continents right from your home office. You will act as a frontline champion for our users, diagnosing complex issues, sharing best practices, and ensuring every customer interaction leaves a lasting positive impression.

Overview

As a key player in our global support ecosystem, you will dive headfirst into helping users navigate our core platform capabilities. Reporting directly to a Support Team Manager, you will balance daily troubleshooting with meaningful contributions to team wide projects. Our support culture revolves around empathy and empowerment. We do not just fix tickets; we educate, guide, and advocate for our users so they can achieve their boldest goals using Smartsheet.

Key Responsibilities

Deliver top tier technical support to our diverse customer base via various communication channels.
Investigate, troubleshoot, and resolve complex issues related to core application features.
Maintain high service standards by meeting response times and customer satisfaction targets.
Share expert knowledge and best practices to help users maximize the value of their tools.
Collaborate with global team members on special projects designed to improve support workflows.
Act as an internal advocate for user needs by feeding critical feedback back to product teams.

Requirements

Proven experience in a technical support or customer facing troubleshooting role within the tech industry.
Strong passion for solving complex problems and helping others succeed.
Exceptional written and verbal communication skills in English.
Ability to work effectively in a fully remote, globally distributed team environment.
Familiarity with SaaS platforms, work management tools, or core cloud applications.

What You Will Gain

Joining Smartsheet means stepping into a vibrant culture where your ideas matter. You will receive competitive compensation, comprehensive benefits, and endless opportunities to grow your technical expertise. Beyond the perks, you get to work alongside brilliant, supportive people who genuinely care about your professional journey and personal well-being.