Technical Support Specialist II - Premium Apps

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.You will report to a Support Manager. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. You Will:Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiencesBecome Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chatPartner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendanceBecome an expert in a specific product areaContribute to team projectsGive and receive thoughtful feedback on team processes and leadershipManage other responsibilities as assignedYou Have:Excellent written, verbal and interpersonal communication skills1+ years of Technical or Customer support experience, or equivalentAbility to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resourceWorking knowledge of assigned feature a plusFlexibility in your working hours as this position will require work outside of standard business hoursPerks & Benefits:Fully paid Health & Life insurance for full-time employees and family membersMonthly stipend to support your work and productivity12 days paid Vacation + Flexible Time Away Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to LinkedIn Learning online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific)Get to Know Us:At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.Equal Opportunity Employer:Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.#LI-Remote