Lead Technical Support Analyst

For over two decades, Smartsheet has empowered individuals and teams to achieve remarkable results. Our innovative work management tools and scalable solutions enable teams to automate repetitive tasks, gain insights, and work smarter. We are committed to creating a collaborative environment that fosters creativity and drives meaningful work. When challenges meet purpose and passion translates into progress, that’s the magic we strive for every day.Smartsheet is seeking a Technical Support Team Lead to join our dynamic Technical Support organization. In this pivotal role, you will serve as a subject matter expert within our feature-specific support teams. You will engage with a wide range of technical customer inquiries, collaborate closely with our Engineering partners to manage escalations, drive enhancements in case resolution and quality assurance, and provide mentorship to the technical team. You will also play a key role in training and hiring processes and ensure that the voice of Support and our customers is integrated into product development.The ideal candidate will be dedicated to improving both customer and support agent experiences. Strong multitasking abilities, exceptional troubleshooting skills, comfort in ambiguous situations, and a confident demeanor are essential for success in this role. This individual will possess a blend of technical, analytical, and collaborative skills, partnering effectively with a distributed team across various functions and regions. A proven track record of driving change to empower support teams and a passion for the growth and success of Smartsheet’s customers will set you apart.At Smartsheet Support, we pride ourselves on providing empathetic and expert assistance. We are the first line of defense for our customers, addressing issues, sharing best practices, and advocating for users. Our specialized teams are aligned with various domains of knowledge, ensuring efficient and effective customer resolutions.You will report to a Support Manager. This is an in-office position.

For over two decades, Smartsheet has been at the forefront of empowering individuals and teams to achieve remarkable outcomes. Our innovative work management tools and scalable solutions enable seamless operations, automating mundane tasks while uncovering valuable insights. We cultivate an environment that inspires big thinking, proactive action, and the realization of impactful work. Here, the intersection of challenge and purpose creates a transformative experience that fuels our daily mission.We are seeking a dynamic Technical Support Team Lead to join our Technical Support division. In this pivotal role, you will serve as a subject matter expert within our specialized support pods, addressing a diverse range of technical customer inquiries. You will collaborate closely with our Engineering teams to manage escalations, enhance case handling processes, and maintain quality assurance. Mentorship and guidance for the technical support team will also be part of your responsibilities, alongside contributing to training and recruitment efforts. You will represent the voice of Support and Customers in product development discussions.The ideal candidate will prioritize customer and support agent experiences, demonstrating exceptional multitasking abilities, troubleshooting expertise, and the confidence to thrive in ambiguous situations. A successful candidate will balance technical, analytical, and collaborative skills while working with a distributed team across various functions and geographical locations. A proven track record in driving meaningful change to enhance support operations and a passion for the success of Smartsheet’s customers are essential for this role.At Smartsheet Support, we are committed to empowering our users through expert engagement, serving as the primary point of contact for issue resolution, sharing best practices, and advocating for our customers. Our teams specialize in distinct knowledge domains, ensuring effective and timely customer resolutions.This is an in-office position reporting to a Support Manager.

At Emergent Labs Inc., we are pioneering the future of software development with our autonomous coding agents. Our innovative technology transforms plain-language intent into fully functional production applications, eliminating the need for traditional coding methods. Our systems are already deployed at a global scale, enabling the creation of millions of real-world applications. Since our public launch, we've achieved remarkable milestones, including reaching $100M ARR in just 8 months and empowering over 6 million users across more than 190 countries to build over 6.5 million applications. With substantial backing of over $100M from esteemed investors such as Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator, we are well-positioned for the future. Our team consists of accomplished founders, Olympiad medalists, and alumni from top institutions like IIT and IIM, along with experienced professionals from renowned companies such as Google, Amazon, and Dropbox. We are committed to tackling the complexities of AI-driven software creation, focusing on key aspects like correctness, reliability, security, and scalability in real production systems. We are looking for passionate builders who crave ownership, speed, and the chance to make a significant impact on a global scale.

For over two decades, Smartsheet has empowered individuals and teams to achieve their goals, offering seamless work management and innovative, scalable solutions. Our mission is to build tools that enable teams to automate mundane tasks, uncover valuable insights, and scale operations intelligently. More than just tools, we create an environment that encourages big thinking, decisive action, and impactful work. When challenges meet purpose and passion translates into progress, that's where the magic happens—and that’s what drives us every day.As a Team Manager for Technical Support, you will take on the pivotal role of leading and mentoring a globally distributed team, ensuring the delivery of exceptional customer support experiences. You will oversee the daily operations of the team, collaborating closely with other support leaders to achieve set targets. Your responsibilities will include coaching team members to become product experts and engaging in initiatives to enhance support operations. The ideal candidate will possess over three years of experience leading and developing a support team in a Software as a Service (SaaS) environment.At Smartsheet Support, we prioritize empathy and empowerment, serving as the first line of response to resolve customer issues, share best practices, and advocate for our users. Our teams comprise experts in various domains, ensuring the most effective and timely resolutions for customer inquiries.You will report to a Senior Support Manager within the Global Support team.Estimated Breakdown: Core responsibilities may shift based on business and customer needs but typically encompass:70% People management, career development, and coaching30% Operations: overseeing case management and insights into daily team performance, driving towards KPIs/SLAsYou Will:Lead and manage a team of globally distributed technical support professionals, delivering enterprise-level, post-sales technical support to Smartsheet customers. Your team will include members with diverse technical skills and experience levels.Establish clear objectives, provide coaching and feedback, evaluate progress, and foster a high-performance culture focused on teamwork, customer excellence, and accountability for resolving customer issues.Take ownership of performance metrics and customer outcomes by delivering on SLAs and KPIs.Utilize your team's strengths to manage case volume, minimize backlog, and enhance efficiency.

Join RapidAI as a Lead Technical Support Engineer specializing in DICOM to be part of a pioneering team that is revolutionizing clinical care through advanced deep learning technologies. You will play a critical role in ensuring optimal performance of our Rapid Enterprise™ Platform, which enhances imaging workflows and supports a wide range of disease states across healthcare environments. Your expertise will be vital in assisting over 2,500 hospitals worldwide, contributing to improved patient outcomes and healthcare efficiency.

Location: Bangalore, IndiaDepartment: ProductType: Full-Time, 4 days mandatory WFOAbout AppsFlyerAt AppsFlyer, we empower businesses to achieve smarter growth through data-driven insights. As a leading global provider of mobile measurement and marketing analytics, we partner with premier brands worldwide to create impactful solutions. With over 25 offices globally, our team is united by the common goal of ensuring our clients' success.About the RoleWe are seeking a dynamic Support Team Leader who will guide a team of skilled Support Engineers, driving efficiency and scalability within our Support function. This influential leadership position emphasizes operational excellence through automation, Generative AI, dashboards, and debugging tools.The ideal candidate will possess a robust technical background, exceptional communication skills, and a strong inclination towards process optimization in fast-paced settings.

Join Wrike as a Technical Support Engineer and become an integral part of our dynamic team! As a Technical Support Engineer, you will provide exceptional support to our customers, resolving their technical issues and ensuring they have a seamless experience with our platform.

At HackerRank, we empower organizations like NVIDIA, Amazon, and Microsoft to identify and cultivate the next generation of software developers based on their abilities rather than their backgrounds. Our platform is trusted by over 2,500 of the world’s leading companies to build robust engineering teams prepared for the future.In a world where humans and AI collaborate seamlessly, the criteria for strong technical talent are evolving. We provide businesses with innovative methods to recognize and invest in future-ready skills.Our team at HackerRank is dedicated to the influence of our work and pays meticulous attention to detail, ensuring that our clients experience success with products they truly enjoy. We operate with urgency and believe that exceptional results stem from high standards.About the RoleAs a Technical Support Engineer, you will take ownership of customer-impacting technical issues from initial report to resolution and prevention. You will act as the primary technical authority for escalations, coordinating prioritization with engineering and product teams. Your contributions will enhance reliability and user-friendliness across the HackerRank platform.Key ResponsibilitiesTroubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents that require swift diagnosis and coordinated responses involving web applications, APIs, ATS integrations, and developer tools.Engage in root-cause analysis with engineering, escalate as necessary, and advocate for timely resolutions to customer-impacting issues.Assist customers with SSO (SAML/OIDC) and SCIM integration setups involving Okta and other identity providers.Serve as the primary technical partner for customers, guiding them towards the most secure and effective technical solutions rather than just the immediate fixes.Contribute to post-incident reviews, documentation, and tooling enhancements to mitigate future issues.

Join Kaseya as a Technical Support Engineer and become a key player in delivering exceptional support to our clients. In this role, you will troubleshoot technical issues, provide solutions, and enhance customer satisfaction. You will collaborate with cross-functional teams to ensure seamless service delivery and contribute to the continuous improvement of our support processes.

Join WMG as a Technical Support Engineer, where you will play a vital role in providing exceptional technical assistance to our clients. You will troubleshoot issues, offer solutions, and ensure customer satisfaction through efficient service delivery. Your expertise will be essential in maintaining our reputation for excellence in technical support.

Team LeadAs a Team Lead in our Digital Engineering department, you will be responsible for guiding and mentoring a dynamic team of engineers. You will lead projects, ensuring quality and efficiency, while fostering an innovative environment that encourages collaboration and growth. Your leadership will drive the success of our engineering initiatives and contribute to the overall objectives of our organization.

Netradyne is at the forefront of transforming the transportation industry through innovative Computer Vision and Edge Computing technologies. As a recognized leader in fleet safety solutions, we are experiencing remarkable growth, surpassing 4x year over year. Our groundbreaking solutions are making a significant impact as disruptive technologies in the market. As we expand our team, we are seeking dynamic, competitive, and innovative individuals to join us in driving our mission forward.Job Title: Senior Technical Support AnalystExperience: 4-6 YearsThe Senior Technical Support Analyst serves as a vital first-level contact between Netradyne and our valued customers. In this role, you will be responsible for diagnosing and resolving technical issues reported by customers, while collaborating with cross-functional teams to guarantee timely and effective solutions. You will engage directly with customers to troubleshoot hardware and software challenges related to Netradyne’s connected vehicle platforms.This position is crucial in ensuring customer success by delivering prompt and precise resolutions to customer-reported issues and service requests. The ideal candidate will possess strong English communication skills, exceptional customer relationship management abilities, and prior experience in supporting international clients (preferably from the US or UK).As we operate a 24x7x365 support center, we require candidates who are flexible to work any shift based on business needs, including weekends (Saturday and/or Sunday).

Join Stripe as a Team Lead specializing in KYC (Know Your Customer) and KYB (Know Your Business) operations. In this pivotal role, you will oversee a dedicated team, driving excellence and compliance within our onboarding processes. Your leadership will be vital in ensuring that our clients meet regulatory standards while also enhancing their experience with our services.

About Easyship: Easyship stands at the forefront of multi-carrier shipping software, dedicated to making global eCommerce accessible to all. Since our inception in 2014, we have been driven by the vision to simplify logistics by eliminating the uncertainties surrounding international shipping costs and complexities. With over 100,000 brands relying on our platform, we serve as a single 'mission control' for global trade, providing access to more than 550 courier services spanning over 200 destinations. As a globally recognized and award-winning team (featured in Forbes 30 Under 30, and recognized by TechInAsia as a Best Startup), we have established our offices in key cities such as London, New York, and Hong Kong. Our rapid growth is fueled by a commitment to transparency and a passion for constructing the infrastructure that powers modern commerce. If you're eager to tackle complex challenges at a large scale, we would love to have you on board. Who We’re Looking For:We are in search of L2 Technical Support Engineers to be the technical backbone of our client support operations. In this vital role, you will deliver 'white-glove' service to our most esteemed clients while acting as the conduit between frontline support and our engineering teams. In this position, you won’t just resolve tickets; you will own the entire technical resolution lifecycle. You should possess an engineering mindset, a mastery of APIs, and the ability to articulate complex technical root causes to non-technical stakeholders. Key Responsibilities: Incident Management & Client Advocacy: Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs. End-to-End Ownership: Manage the entire lifecycle of complex issues—from initial acknowledgment and investigation to client communication and final resolution. Expectation Management: Proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability. White-Glove Communication: Act as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free language to facilitate client understanding. This full-time, onsite role is based in our Bengaluru (MG Road) office and follows US collaboration hours (10:00 PM–7:00 AM IST) to ensure seamless cross-regional execution.

Join Smiths Group as a Team Lead in the Business Transformation department. In this pivotal role, you will spearhead initiatives that drive operational excellence and innovative changes within the organization.

For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. Our innovative work management solutions enable seamless automation, insightful analysis, and smarter scaling. More than just tools, we create an environment that encourages expansive thinking, decisive action, and the realization of impactful work. At Smartsheet, we believe that when challenges meet purpose, and passion translates into progress, it creates a truly magical workplace experience.Position: Level 2 Support Specialist – Customer Support (SaaS)Location: Bangalore, India (Office-based / Hybrid)Shift: Must be willing to work in rotational shifts, including evenings and nights, to assist global customers. Transportation will be provided.About the Role:Smartsheet is in search of a dynamic Level 2 Support Specialist who will address complex technical challenges. The ideal candidate will thrive in troubleshooting, testing, and documenting intricate technical issues. This role demands a highly motivated individual capable of collaborating in a knowledge-sharing environment, effectively resolving customer technical issues. Our support team prioritizes empathy and expert engagement, serving as the first point of contact for our customers, assisting with issue resolution, sharing best practices, and advocating for user needs. Our specialists are aligned with various knowledge domains to ensure efficient customer resolutions.You will report to a Support Team Manager, and this position is office-based.Transportation: Company-provided for evening and night shifts.

Role overview Smartsheet seeks a Technical Support Specialist Level 2 based in Bangalore, INDIA. This position centers on assisting users with technical concerns and helping them make the most of the Smartsheet platform. Daily work involves troubleshooting, providing clear solutions, and supporting customers as they use various product features. Key responsibilities Investigate and resolve technical issues reported by customers Deliver accurate, helpful solutions in response to user questions Guide customers in using Smartsheet features and functions Share observations and insights with the team to improve support processes and contribute to platform improvements Impact Technical expertise in this role helps users address challenges and enhances their experience with Smartsheet. The feedback and knowledge contributed will also play a part in ongoing improvements to the platform and support services.

Join us in transforming the way the world connects!If you feel you don't meet all the criteria listed below but are still passionate about the role, we encourage you to apply. We recognize that candidates may excel in various areas and have diverse skills.About the Position:As a Senior Technical Support Engineer at our dynamic startup, you'll be part of the Technical Support Engineering (TSE) team. This team plays a vital role in assisting Kong's customers to address intricate technical challenges in both production and pre-production settings.You will collaborate with your colleagues and our customers to support cutting-edge technologies that tackle real-world problems. Providing constructive feedback and insights to our Product and Engineering teams will be crucial as you voice our customers' needs. Your contribution will be significant, and you will have a tangible impact on customer satisfaction and relationships with Kong.This role requires availability from 4 PM to 1 AM (India Time) to align with the EST shift.Key Responsibilities:Work alongside top-tier developers globally to implement Kong's API Gateway and ServiceMesh solutions.Lead the resolution of complex technical issues, collaborating closely with customers during live troubleshooting sessions via calls and emails in an enterprise environment.Develop comprehensive knowledge articles to enhance our documentation and assist customers in understanding product functionalities.Engage with engineering and product teams by offering real-time feedback on product performance and customer requirements.Coordinate with other customer-oriented teams, including Education, Technical Account Managers, Customer Success Managers, and Professional Services, to resolve customer concerns.Contribute to innovation within the support team and across the company by seeking improved methodologies, tools, and service delivery standards for our global clientele.Provide technical guidance to team members and engage in various ad-hoc projects.Qualifications:You possess a strong desire to learn and grow, with a proactive approach to technical challenges.Experience in a related technical support role or a strong background in software development.Excellent communication and interpersonal skills.

Join gleanwork as a Technical Support Engineer in the EMEA region. In this dynamic role, you will provide exceptional technical assistance to our clients, ensuring their systems run smoothly and efficiently. You will engage with a variety of technologies and customer inquiries, delivering top-notch solutions and contributing to customer satisfaction. Your expertise will help our clients navigate technical challenges and enhance their experience with our products.