Tier 2 Escalation Specialist (Remote Eligible - Costa Rica)

About the role

Smartsheet is looking for a Support Specialist to tackle complex technical issues, troubleshoot, test and document them. The role reports to a Support Pod Manager and is eligible for remote work within Costa Rica; candidates must reside in Costa Rica.

Key responsibilities

• Handle customer technical issues with urgency and ownership, keeping stakeholders informed
• Troubleshoot using internal and external documentation, analyze log files and use various tools to find root causes
• Research, test and document investigations, and help colleagues progress their cases
• Share expertise, give guidance on troubleshooting and help upskill colleagues
• Work with customers via email, phone and chat
• Collaborate daily with colleagues on the most complex issues and contribute to internal and external documentation
• Manage other responsibilities as assigned

Required profile

• 2+ years of technical or customer support experience, or equivalent
• Empathetic, confident ownership of issues and strong interest in problem solving
• Excellent written, verbal and interpersonal communication
• Able to work independently or in a fast-paced environment
• Comfortable in ambiguous situations with little direction and flexible with working hours outside standard business hours

Required skills

• Working knowledge of the assigned feature strongly preferred
• Firm grasp of and comfort using cloud applications
• Conceptual understanding of a RESTful service
• Quickly ramping up on new technologies, languages and frameworks