Technical Support Specialist II - Premium Apps

About the role

Smartsheet is looking for a Technical Support Specialist II to join its Premium Apps support team. The role is fully remote within Costa Rica and focuses on delivering high‑quality assistance to customers through email, phone, and chat.

Key responsibilities

• Troubleshoot customer issues using internal and external documentation, tools, and escalation resources.
• Become Smartsheet Product Certified and support customers across multiple channels.
• Partner with team leaders to meet performance goals such as customer satisfaction, quality assurance, and attendance.
• Develop expertise in a specific product area and contribute to team projects.
• Provide and receive constructive feedback on processes and leadership.

Required profile

• Excellent written, verbal, and interpersonal communication skills.
• At least 1 year of technical or customer support experience, or an equivalent background.
• Demonstrated empathy and confidence in issue ownership, ensuring customers are directed to the right resources when needed.
• Flexibility to work outside standard business hours as required.

Required skills

What we offer

• Fully paid health and life insurance for employees and family members.
• Monthly stipend for work‑related expenses.
• 12 days paid vacation plus a flexible time‑away program.
• Generous parental leave: 20 weeks maternity, 12 weeks paternity/adoption.
• Personal volunteer day, professional development resources, and company‑funded perks.
• Remote work from any registered location in Costa Rica.