Technical Support Specialist II – Core Apps (Remote – Costa Rica)

About the role

Join Smartsheet’s Support team as a Technical Support Specialist II focused on Core Apps. You will work remotely from anywhere in Costa Rica, helping customers solve issues, share best practices, and maximize the value of Smartsheet’s platform.

Key responsibilities

• Troubleshoot customer problems using internal and external documentation, tools, and escalation resources.
• Provide support via email, phone, and chat while maintaining high service standards.
• Become Smartsheet Product Certified and develop expertise in a specific product area.
• Partner with team leaders to meet performance goals such as customer satisfaction and quality assurance.
• Contribute to team projects and share feedback on processes.

Required profile

• Excellent written, verbal, and interpersonal communication skills.
• At least 1 year of technical or customer support experience, or an equivalent background.
• Empathetic, confident issue ownership with a focus on directing customers 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 to support work and productivity.
• 12 days paid vacation plus a flexible time‑away program.
• Generous parental leave: 20 weeks maternity, 12 weeks paternity/adoption.
• Personal paid volunteer day and access to professional development resources, including LinkedIn Learning.
• Company‑funded perks such as counseling membership and a personal Smartsheet account.
• Teleworking options from any registered location.