Technical Support Specialist

About the role

Smartsheet is looking for a Technical Support Specialist to work remotely within the United States and support a growing base of business customers. This position focuses on helping users resolve technical issues they encounter while using the Smartsheet platform for project management and collaboration. The specialist will respond to support tickets, diagnose problems methodically, and walk users through solutions step by step with patience and clarity. Strong attention to detail, clear written communication, and a self-motivated approach to owning issues from start to resolution are essential for success in this customer-facing support role.

Key facts

What you'll do

• Answer incoming support requests from Smartsheet users experiencing technical difficulties with the platform
• Troubleshoot account access issues, feature errors, and integration problems with third-party tools and services
• Document each support case thoroughly in the internal tracking system to monitor resolution progress
• Collaborate closely with engineering teams to escalate recurring or complex technical bugs for investigation
• Provide clear written instructions and follow-up guidance to customers after every support interaction
• Monitor active support queues continuously and prioritize incoming tickets based on urgency and customer impact
• Identify recurring patterns in reported issues and share detailed findings with the product team
• Maintain up-to-date knowledge of the full Smartsheet product suite and all recent feature releases
• Guide new users through initial onboarding steps and help them properly configure their workspaces
• Participate in regular team knowledge-base reviews to improve self-service support resources and documentation quality
• Escalate unresolved issues to appropriate internal teams and follow up to ensure timely and satisfactory resolutions
• Contribute to the improvement of support processes by suggesting workflow enhancements and efficiency gains for the team

Requirements

• Demonstrated experience providing hands-on technical support for software products or SaaS platforms in a professional and customer-focused setting
• Familiarity with web-based applications and common troubleshooting methodologies used in customer-facing support roles
• Strong written communication skills with the ability to explain technical concepts in simple and accessible terms
• Ability to manage a high volume of support cases while consistently meeting response time targets
• Comfortable working independently in a remote environment with minimal supervision and structured daily routines
• Basic understanding of APIs, integrations, and how cloud-based tools connect to one another effectively
• Experience using ticketing systems such as Zendesk, Freshdesk, or similar platforms for case tracking
• Degree in a relevant field or equivalent practical experience in a technical support role
• Experience with version control systems or change management processes is a plus in a support environment
• Ability to adapt quickly to new tools, processes, and product updates as the platform evolves over time

Nice to have

• Prior experience supporting collaboration or project management software products in a customer-facing support capacity
• Knowledge of SQL or basic data querying techniques for investigating and resolving customer-reported issues
• Familiarity with automation tools and workflow builders within the Smartsheet ecosystem is valuable
• Background in customer success or account management alongside hands-on technical support duties is helpful
• Experience working in a fast-paced support environment with SLAs and defined escalation procedures is a plus

Skills & tools

• Proficiency with the Smartsheet platform features including sheets, dashboards, reports, automated workflows, and sharing configurations for team collaboration
• Experience with remote collaboration tools such as Slack, Zoom, or Microsoft Teams for daily communication and coordination
• Ability to navigate CRM and support platforms for case management and maintaining accurate customer records
• Understanding of operating systems including Windows, macOS, and common Linux distributions for effective troubleshooting
• Familiarity with browser developer tools for diagnosing front-end issues and rendering problems on web pages
• Skill in creating clear documentation and knowledge-base articles for both internal teams and external users
• Knowledge of data import and export formats including CSV and Excel for assisting customers with data tasks

Practical notes

• This role operates on a fully remote-first basis with no requirement to report to a physical office location on a regular schedule
• Candidates must be located within the United States or hold valid work authorization for US employment before applying to this position
• Standard business hours apply with some flexibility for covering support shifts across different time zones
• Onboarding includes comprehensive product training sessions and access to internal knowledge resources and documentation
• Performance is measured through customer satisfaction surveys and resolution time metrics on a regular basis
• The team uses asynchronous communication as the primary mode of day-to-day collaboration and decision-making
• The company offers a supportive remote culture with regular team check-ins and opportunities for professional development

About the company

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