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Technical Support Team Lead

Smartsheet Inc.Bangalore, INDIA
On-site Full-time

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Experience Level

Manager

Qualifications

Proven experience in a technical support role with leadership responsibilities. Strong understanding of software applications and troubleshooting methodologies. Excellent communication skills, both written and verbal. Ability to work collaboratively in a fast-paced environment. Experience with project management and process improvement. Passion for customer service and enhancing user experiences.

About the job

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.

About Smartsheet Inc.

Smartsheet Inc. has been a leader in work management solutions for over 20 years, dedicated to helping teams achieve their goals through innovative and scalable tools. Our mission is to empower users to automate processes, gain valuable insights, and scale their operations effectively. We foster an environment that encourages creativity, collaboration, and meaningful work.

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