Technical Lead - Technical Support

Responsibilities

• Serve as the domain subject matter expert (SME) for your assigned Support pod
• Act as the primary technical escalation point and conduit to Product and Engineering teams
• Provide technical mentorship, case reviews, and quality assessments to support team members
• Manage day-to-day operations, including case/queue management and meeting team SLAs
• Identify and drive improvements for support processes, tools, and the Smartsheet application
• Participate in release readiness processes and evaluate new features and changes
• Provide occasional on-call support and act as a communication point during application incidents

Requirements

• 4+ years of experience in a Technical Support setting, preferably in a high-volume SaaS environment
• 3+ years of experience demonstrating leadership qualities within a technical support or services organization
• Proficiency in SQL queries
• Working knowledge of RESTful APIs
• Strong technical troubleshooting skills and the ability to research and document complex issues
• Excellent written, verbal, and interpersonal communication skills
• Ability to explain complex technical concepts clearly to both technical and non-technical stakeholders

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field
• Relevant industry certifications
• Experience working with distributed teams and stakeholders

About the Company

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter. We are currently uniting human teams with AI agents to automate manual tasks and uncover insights at scale, creating space for people to focus on judgment, creativity, and big thinking.