Technical Support - Tech Lead

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 oversight of pod outcomes
• Identify and drive improvements for support processes, tools, and the Smartsheet application
• Participate in release readiness processes and evaluate new features and integrations
• 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
• Bachelor's degree preferred (Computer Science or Engineering degree is a plus)

About the Company

Smartsheet helps people and teams achieve anything through seamless work management and scalable solutions. We build tools that empower teams to automate manual tasks, uncover insights, and scale smarter, creating space for people to think big and take action.