Technical Lead • Lead

Who you are

You have a proven track record in technical leadership, with experience in managing support teams and driving improvements in customer service processes. Your ability to troubleshoot complex technical issues is complemented by your strong analytical skills, allowing you to identify root causes and implement effective solutions. You thrive in collaborative environments, working closely with engineering teams to ensure customer feedback is integrated into product development. Your focus on both customer and support agent experiences makes you an ideal candidate for this role.

You are comfortable operating in ambiguity and can manage multiple tasks simultaneously. Your confidence in your technical abilities allows you to mentor and guide your team effectively, fostering a culture of continuous improvement and learning. You understand the importance of communication and collaboration across distributed teams, ensuring that everyone is aligned and working towards common goals.

What you'll do

As a Technical Lead at Smartsheet, you will be responsible for overseeing the Technical Support organization, acting as a subject matter expert within feature-specific support pods. You will work on a broad spectrum of technical customer issues, collaborating closely with engineering partners to manage escalations and drive improvements in case handling and quality assurance. Your role will involve providing mentorship to support agents, helping them develop their skills and improve their performance.

You will be involved in training and hiring new team members, ensuring that they are equipped with the knowledge and skills necessary to succeed in their roles. Additionally, you will bring the voice of support and customers to product development phases, advocating for features and improvements that enhance the overall customer experience. Your ability to analyze data and identify trends will be crucial in driving change and empowering your team to deliver exceptional support.

What we offer

At Smartsheet, we believe in creating an environment where our employees can thrive. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Our culture encourages collaboration and innovation, allowing you to make a meaningful impact on our products and the experiences of our customers. Join us in our mission to empower teams to achieve their goals and unlock the potential of their work.