Technical Lead, Smartsheet
Content Experience
$80-110k
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$80-110k
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- 4+ years of experience in a Technical Support setting or equivalent, with a preference for operating in a high-volume technical SaaS environment with a high degree of critical thinking and problem solving
- 3+ years of experience demonstrating leadership qualities within a technical support or services organization
- Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications
- Strong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters
- Ability to thoroughly scope, research, reproduce, document, and solve technical issues
- Ability to explain complex concepts clearly
- Possess an executive presence and are comfortable briefing internal and external C-level executives on technical and matters
- Working knowledge of the Smartsheet core, API, premium apps & integrations, and understanding of RESTful APIs, API configurations, HTML, CSS, jQuery, SQL
- A passion for delivering meaningful interactions with customers
- Strong operational skills and ability to work with and lead distributed teams and stakeholders
- Excellent written, verbal, and interpersonal communication skills
- Willingness to travel domestic and international if applicable
What the job involves
- Smartsheet is looking for a Technical Team Lead for its Technical Support organization to be a subject matter expert within our feature-specific Support pods
- Apart from working on a broad spectrum of technical customer issues, you will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance, provide technical team mentorship, be incorporated in aspects of training & hiring, and bring the voice of Support and Customers to Product during feature development phases
- A suitable candidate requires someone focused on both the customer and Support agent experiences
- Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role
- The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos
- The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet’s customers
- 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
- Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem
- Support customers and peers to resolve technical issues and meet team goals/SLAs in alignment with the Support mission and core values
- Serve as your team’s technical escalation point; act as the conduit to the Product and Engineering teams
- Provide technical consulting, case reviews and quality assessments, internal knowledge base management
- Assist with technical mentorship and contribute to growing overall domain knowledge within the team
- Partner with Pod manager and individuals/team to monitor, collaborate, and participate in your team’s case queue to ensure targets are met
- Participate in the triaging & monitoring of escalation requests from our internal partner organizations
- Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents
- Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations
- Actively engage in the release readiness process, evaluating new features and changes
- Be the expert for all configurations - This includes SAML/SSO, custom API, and CDN configurations, and minor UI updates
- Run custom reports for clients via Bigquery and Postgres
- Assist with the partner and reseller accounts on all technical requests
- Responsible for assistance in completion of the SOC II security audit
- Write scripts to automate processes for CX team via our API or Rails console
- Maintain admin portal code base, as well as create pull requests to our main code repository for new features and quality of life automations
- Create pull requests to our main code repository to fix bugs that touch HTML, CSS, JavaScript, JQuery, Ruby, Rails, React code
- Triage bugs using tools like Datadog / Sidekiq / Rollbar / Log
Our take
With teams increasingly moving to remote work across many industries, companies have been reaching for tools to keep operations smooth and communications open. Founded in 2005, Smartsheet is a cloud-based work management platform helping a vast range of companies, from small businesses to large enterprises, plan, track, and report on work.
Like other team collaboration software companies Lucid and Atlassian, Smartsheet saw strong growth between 2020-2022, achieving almost 40% year on year revenue increases through 2022. If the company can continue this success, it stands to make real gains in a global team collaboration market expected to be worth about $20 billion by 2028.
Smartsheet has embedded itself across various industries, with deep integrations with applications from the likes of Salesforce, Atlassian, Google, and Microsoft, leading to it being the first work management sector Unicorn to reach $1 billion in recurring annual revenue in 2024. Whilst remaining broad in application, it is also expanding and upgrading its product offerings; this may prove crucial in further distinguishing itself from well-backed startups like Monday.com and Asana as they begin jostling for market space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2017
$54.1m
SERIES F
May 2014
$35m
SERIES E
Total funding: $121.6m
Company benefits
- Lucrative Employee Stock Purchase Program (15% discount)
- 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 Incidental Sick Leave
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location (role specific)
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- Equity - Restricted Stock Units (RSUs) with all offers
- 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
Company HQ
West Bellevue, Bellevue, WA
Articles
Leadership
Mark Mader
(President & CEO)Having studied at Dartmouth, Mark spent 2 years as a Greenwich Associates Research Associate before 10 years at Onyx Software. They then founded Smartsheet in 2005 as CEO.
Brent Frei
(Board Member)Brent worked at Motorola and Microsoft for 4 years before founding Onyx Software in 1994 and Smartsheet in 2005. They have been a Board Member since, alongside working as CEO of TerraClear.
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