Role overview

Qualifications

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
Working knowledge of assigned feature a plus

Responsibilities

Troubleshoot customer issues using internal and external documentation
Become Smartsheet Product Certified and work with customers through various channels
Partner with leaders to meet or exceed performance goals
Manage other responsibilities as assigned

Key facts

Remote from: United States
Full time
Mid-level (2-5 years)
Technical Support Specialist
71 - 71K yearly
English

Hard skills

Internal Documentation Smartsheet

Other skills

Problem Solving
Communication
Empathy
Teamwork
Physical Flexibility

About the company

Smartsheet

Smartsheet (NYSE: SMAR) is the enterprise work management platform. By aligning people and technology so organizations can move faster and drive innovation, Smartsheet enables its millions of users to achieve more. Visit www.smartsheet.com to learn more. Backed by enterprise-grade security, Smartsheet is used by more than 75% of the companies in the Fortune 500 to implement, manage, and automate processes across a broad array of departments and use cases.

Company details

Company typeLarge

Company size1001 - 5000

Links

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Job description

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

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:

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, attendance and productivity
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
As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment.

Current US Perks & Benefits:

Employer subsidized medical/vision and dental coverage for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range

$52,500—$71,250 USD

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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