Technical Support Specialist II – Governance & Ops (Remote – Costa Rica)

About the role

Smartsheet is looking for a Technical Support Specialist II to join its Governance and Operations support team. The role is remote‑eligible for candidates residing in Costa Rica and focuses on delivering high‑quality assistance to customers across multiple channels.

Key responsibilities

• Troubleshoot and resolve customer issues using internal documentation, external resources, and escalation tools.
• Become Smartsheet product certified and support users via email, phone, and chat.
• 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.
• Handle additional responsibilities as assigned.

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 confident issue ownership, ensuring customers are directed 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 families.
• Monthly stipend to support work and productivity.
• 12 days paid vacation plus a flexible time‑away program.
• 20 weeks fully paid maternity leave and 12 weeks fully paid paternity/adoption leave.
• Personal paid volunteer day and access to LinkedIn Learning courses.
• Company‑funded counseling membership and a personal Smartsheet account.
• Teleworking options from any registered location in Costa Rica.