Tier 2 Escalation Specialist

Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.

This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events.

Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers.

Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set.

You Will:

• Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation.
• Support customers via email, chat and phone with strong writing skills and excellent phone manner.
• Thoroughly understand, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations.
• Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues.
• May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations.
• Help build and maintain technical and process documentation for internal and external customers.

You Have:

• 2+ years support experience, preferably in an escalations capacity and in a SaaS environment
• Ability to work independently or collaboratively in a fast-paced environment
• A firm grasp of and comfort using cloud applications 
• General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc..)
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Confidence and strong interest in problem solving
• Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience
• Possess superior technical troubleshooting skills 
• Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction
• Ability to recognize and respond accordingly to how any single issue is affecting a customer(s).

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)