Technical Support Specialist

About Smartsheet

Smartsheet empowers people and teams to achieve anything through seamless work management and smart, scalable solutions. We build tools that automate manual tasks, uncover insights, and enable teams to scale smarter. We create space for big thinking, decisive action, and work that truly matters. Our culture celebrates the magic that happens when challenge meets purpose and passion turns into progress.

About the Role

Energized by solving problems and providing outstanding support? Join Smartsheet as a Technical Support Specialist! Reporting to a Support Team Manager, you will work with a global team to deliver exceptional support to our customers, maintain high service standards, and contribute to team projects. At Smartsheet Support, we empathize, empower, and act as the first line of response for customers, resolving issues, sharing best practices, and advocating for users. Our expert teams are aligned to specific product domains for efficient resolution.

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.
• Become an expert 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, ensuring customers are directed to the right resource if you cannot solve their problem.
• Working knowledge of assigned features is a plus.
• Flexibility in working hours, as this position requires work outside of standard business hours.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members.
• Monthly stipend to support your 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 our community.
• Opportunities for professional growth and development, including access to LinkedIn Learning.
• Company-funded perks such as a counseling membership and a personal Smartsheet account.

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. We welcome diverse perspectives and encourage you to explore, push boundaries, and grow beyond your role. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work.

Equal Opportunity Employer:

Smartsheet is an EEO employer committed to fostering an inclusive environment. We provide equal employment opportunities to all qualified applicants. If you require any preparations for a comfortable and positive interview experience, please let us know.

#LI-Remote