Smartsheet
Tier2EscalationSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Tier 2 Escalation Specialist at Smartsheet. Skills: troubleshooting complex technical issues, customer issue resolution, knowledge sharing, problem-solving. Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation. Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues”
What You'll Achieve.
resolve customer technical issues efficiently; resolve customer issues
Industry & Context.
enjoy troubleshooting; testing; documenting complicated and often unique technical issues; highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently; Confidence and interest in problem solving; researching, testing, and documenting your investigations; help research and resolve the most complex customer impacting issues
Must reside in Costa Rica, Teleworking options from any registered location in Costa Rica (role specific), Flexibility in your working hours as this position will require work outside of standard business hours
What They're Looking For.
Must Have
2+ years 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, Confidence and interest in problem solving, Excellent written, verbal, and interpersonal communication skills, Ability to work independently or collaboratively in a fast-paced environment, A firm grasp of and comfort using cloud applications, Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks, Conceptual understanding of a RESTful service, Willingness to engage on complex matters, Comfortable working in ambiguous situations with little to no direction, Flexibility in your working hours as this position will require work outside of standard business hours
Nice to Have
Working knowledge of assigned feature strongly preferred
What You'll Do.
Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation
Troubleshoot issues using internal & external documentation
use various tools and other resources to identify root causes and resolve customer issues
Contribute to your team’s goals by thoroughly researching
and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own
provide guidance on troubleshooting techniques
and help upskill your colleagues
Work with customers through a variety of channels including email
Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
Contribute to internal & external documentation
Manage other responsibilities as assigned
Other job duties as assigned
How You'll Work.
Team & Collaboration
collaborate in an environment that fosters knowledge sharing and rapid problem-solving; collaborate with colleagues to help them progress their cases as well as your own; Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
Communication Scope
Excellent written, verbal, and interpersonal communication skills
Full Job Description
For 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. Smartsheet is looking for a Support Specialist who will be responsible for tackling complex technical issues. . Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results. 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 Pod Manager. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. You Will: Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation Troubleshoot issues using internal & external documentati
Applying for this Tier 2 Escalation Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Smartsheet?
Real rants from real employees. Read before you apply.