Technical Support Specialist L2

📋 Description

• • The Technical Support Specialist L2 role at Smartsheet is critical for resolving complex technical issues that impact customer success and product adoption, ensuring seamless user experiences across global markets.
• • Day-to-day responsibilities include handling customer technical issues with urgency and ownership, troubleshooting using internal and external documentation, analyzing log files, leveraging support tools, and communicating resolutions via email, phone, and chat while keeping stakeholders informed.
• • You will collaborate with team members to research and resolve complex issues, contribute to internal and external documentation, share expertise to upskill colleagues, and guide customers on best practices and platform capabilities.
• • Smartsheet is a global leader in work management and automation, empowering teams to scale smarter through innovative SaaS solutions; the Support team operates as a knowledge-driven unit aligned by domain expertise to deliver rapid, effective customer resolutions.
• • In this role, you will deepen your technical troubleshooting expertise, gain exposure to enterprise SaaS platforms, develop cross-functional collaboration skills, and grow into a trusted advisor capable of influencing product improvements through customer feedback and issue analysis.