Technical Support Specialist II – Core Apps (Costa Rica)

About Smartsheet

For over 20 years, Smartsheet has empowered individuals and teams to achieve their goals through seamless work management and scalable solutions. We build tools that automate manual tasks, uncover insights, and enable smarter scaling, creating space for impactful work. Our culture encourages big thinking, decisive action, and the pursuit of meaningful progress.

About the Role

As a Technical Support Specialist, you will report to a Support Team Manager and collaborate with colleagues worldwide. Your primary responsibilities include providing exceptional support to our customers, maintaining high service standards, and contributing to team projects. You will be the first point of contact for customers, resolving issues, sharing best practices, and advocating for user needs. Our support teams are organized by product domains to ensure effective and efficient customer resolutions.

This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

You Will:

• Troubleshoot customer issues using internal & external documentation, various tools, and escalation resources to deliver great customer experiences.
• Become Smartsheet Product Certified and assist customers via email, phone, and chat.
• Partner with leaders to meet or exceed performance goals in customer satisfaction, quality assurance, and attendance.
• Develop expertise in a specific product area.
• Contribute to team projects.
• Provide and receive thoughtful feedback on team processes and leadership.
• Manage other responsibilities as assigned.

You Have:

• Excellent written, verbal, and interpersonal communication skills.
• 1+ years of Technical or Customer support experience, or equivalent.
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that issues will be resolved or directed to the appropriate resource.
• Working knowledge of assigned features is a plus.
• Flexibility in working hours, potentially outside standard business hours.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and their families.
• Monthly stipend to support work and productivity.
• 12 days paid Vacation + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day to support the community.
• Opportunities for professional growth and development, including LinkedIn Learning courses.
• Company-funded perks such as a counseling membership and a personal Smartsheet account.
• Teleworking options from any registered location in Costa Rica (role specific).

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have a real impact. You’ll have the freedom to explore, push boundaries, and grow. We welcome diverse perspectives and nontraditional paths, believing that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment. We provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. If preparations can be made to ensure a comfortable and positive interview experience, please let us know.