Technical Support Specialist II – Core Apps (Costa Rica)

For over 20 years, Smartsheet has helped people and teams achieve–well, anything

From seamless work management to smart, scalable solutions, we’ve always worked with flow

We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter

But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters

Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday

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

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 experiences Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance Become an expert in a specific product area Contribute to team projects Give and receive thoughtful feedback on team processes and leadership Manage other responsibilities as assigned You Have: Excellent written, verbal and interpersonal communication skills 1+ years of Technical or Customer support experience, or equivalent Ability 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 resource Working knowledge of assigned feature a plus Flexibility in your working hours as this position will require work outside of standard business hours