Tier 2 Escalation Specialist – Remote (Costa Rica)

About the role

Smartsheet is seeking a Tier 2 Escalation Specialist to join its Support team. The role is fully remote and open to candidates residing in Costa Rica. You will be the first line of response for complex technical issues, helping customers resolve problems quickly and efficiently.

Key responsibilities

• Investigate and resolve high‑urgency technical tickets across email, phone, and chat channels.
• Analyze log files, consult internal and external documentation, and use diagnostic tools to identify root causes.
• Document investigations, test solutions, and share findings with teammates to improve knowledge base.
• Collaborate daily with colleagues to troubleshoot and resolve the most challenging customer‑impacting issues.
• Contribute to both internal and external documentation and mentor peers on troubleshooting techniques.

Required profile

• At least 2 years of technical or customer‑support experience, or an equivalent background.
• Strong sense of ownership and empathy when handling customer problems.
• Ability to communicate clearly and keep stakeholders informed throughout investigations.
• Self‑motivated and comfortable working in a collaborative, fast‑paced environment.

Required skills

• Proficiency in troubleshooting complex technical issues.
• Experience analyzing log files and using diagnostic tools.
• Familiarity with documenting processes and sharing knowledge.