Technical Lead - Content Experience

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Smartsheet

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productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• 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. • You will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance. • The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. • You will report to a Support Manager. This role is fully remote eligible.

Requirements

• 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

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees • Stock - Restricted Stock Units (RSUs) for eligible roles • 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 • 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)