Tier 2 Escalation Specialist

Job Description

Smartsheet, a company dedicated to empowering teams through seamless work management and scalable solutions, is seeking a Tier 2 Escalation Specialist. This role is based in Costa Rica and involves tackling escalated technical cases from the Support team, conducting thorough research, testing, and documentation of issues, and working directly with customers to resolve their cases.Smartsheet values individuals who can operate independently, thrive on solving complex problems, and contribute to improving internal processes and tooling.Responsibilities:

• Handle escalated cases with urgency and ownership.
• Support customers via email, chat, and phone.
• Thoroughly understand, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application, API, and integrations.
• Collaborate with colleagues to resolve complex customer issues.
• Assist in the investigation of service-impacting events.
• Build and maintain technical and process documentation.

Requirements:

• 2+ years of 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 skills.
• 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).

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)