Technical Support Specialist II - Governance and Ops (Remote Eligible - Costa Rica)
SmartsheetFor over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.
Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Support Manager. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.
You Will:
- Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
- Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
- Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
- Become an expert in a specific product area
- Contribute to team projects
- Give and receive thoughtful feedback on team processes and leadership
- Manage other responsibilities as assigned
You Have:
- Excellent written, verbal and interpersonal communication skills
- 1+ years of Technical or Customer support experience, or equivalent
- Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
- Working knowledge of assigned feature a plus
- Flexibility in your working hours as this position will require work outside of standard business hours
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks full
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