Tier 2 Escalation Specialist

About Smartsheet

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Role Overview

Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization.

This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events.

Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers.

You Will

• Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation.
• Support customers via email, chat and phone with strong writing skills and excellent phone manner.
• Thoroughly understand, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations.
• Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues.
• May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations.
• Help build and maintain technical and process documentation for internal and external customers.

You Have

• 2+ years support experience, preferably in an escalations capacity and in a SaaS environment
• Ability to work independently or collaboratively in a fast-paced environment
• A firm grasp of and comfort using cloud applications
• General understanding with HTML, CSS, and one or more programming languages (JavaScript, Python, etc.)