Smartsheet11 дней назад
Technical Lead- Technical Support
Bangalore
Обязанности
- 01Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem
- 02Support customers and peers to resolve technical issues and meet team goals/SLAs in alignment with the Support mission and core values
- 03Serve as your team’s technical escalation point; act as the conduit to the Product and Engineering teams
- 04Provide technical consulting, case reviews and quality assessments, internal knowledge base management
- 05Assist with technical mentorship and contribute to growing overall domain knowledge within the team
- 06Partner with Pod manager and individuals/team to monitor, collaborate, and participate in your team’s case queue to ensure targets are met
- 07Participate in the triaging & monitoring of escalation requests from our internal partner organizations
- 08Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents
- 09Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations
- 10Actively engage in the release readiness process, evaluating new features and changes
Требования
- 014+ years of experience in a Technical Support setting or equivalent, with a preference for operating in a high-volume technical SaaS environment with a high degree of critical thinking and problem solving
- 023+ years experience demonstrating leadership qualities within a technical support or services organization
- 03Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications
- 04Strong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters
- 05Ability to thoroughly scope, research, reproduce, document, and solve technical issues
- 06Ability to explain complex concepts clearly
- 07Possess an executive presence and are comfortable briefing internal and external C-level executives on technical and matters
- 08A passion for delivering meaningful interactions with customers
- 09Strong operational skills and ability to work with and lead distributed teams and stakeholders
- 10Excellent written, verbal and interpersonal communication skills
- 11Willingness to travel domestic and international if applicable
Условия
- 01This role is in office
- 02Estimated Breakdown: 50% Leading as your Pod’s top technical expert, 30% Operations, 20% Additional duties as assigned