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

About the role

Join Smartsheet’s Support team as a Technical Support Specialist II, focusing on Core Apps. You will work remotely from anywhere in Costa Rica, helping customers solve issues, adopt best practices, and get the most out of Smartsheet’s platform.

Key responsibilities

• Diagnose and resolve customer problems using internal documentation, external resources, and escalation channels.
• Provide support via email, phone, and chat while maintaining high service standards.
• Become Smartsheet Product Certified and develop expertise in a specific product area.
• Collaborate with team leaders to meet performance goals such as customer satisfaction and quality assurance.
• Participate in team projects and share 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 ownership of issues, ensuring customers are guided to the right resources when needed.
• Flexibility to work outside standard business hours when required.

Required skills

What we offer

• Fully paid health and life insurance for employees and their families.
• Monthly stipend to support productivity.
• 12 days paid vacation plus a flexible time‑away program.
• Generous parental leave: 20 weeks maternity, 12 weeks paternity/adoption.
• Professional development access, including LinkedIn Learning.
• Company‑funded perks such as counseling membership and a personal Smartsheet account.
• Remote‑work flexibility from any registered location in Costa Rica.