Technical Support Specialist L2

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. L2 Support Specialist – Customer Support (SaaS) Location: Bangalore, India (Office-based / Hybrid) Shift: Willingness to work in rotational shifts including evening/night to support global customers. Transport provided At Smartsheet Smartsheet is looking for a Level 2 Support Specialist who will be responsible for tackling complextechnical issues. . Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently.At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. You will report to a Support Team Manager. This role is in office. Transportation: Company provided for evening night shifts. Job Responsibilities Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation Troubleshoot issues using internal external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues Contribute to your team’s goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues Work with customers through a variety of channels including email, phone, and chat Empower our customers by helping them troubleshoot and/or understand the capabilities of the platform advise best practices Work closely collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues Contribute to internal external documentation Manage other responsibilities as assigned Required Skills Technical or customer support experience, or equivalent Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource Confidence and strong interest in problem solving Excellent written, verbal, and interpersonal communication skills Ability to work independently or collaboratively in a fast-paced environment Working knowledge of assigned feature strongly preferred A firm grasp of and comfort using cloud applications Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks● Willingness to engage on complex matters Comfortable working in ambiguous situations with little to no direction Flexibility in your working hours as this position will require work outside of standard business hours. Technical Skills (Must Have) Hands on experience and understanding of web-based/SaaS applications Familiarity with browsers, operating systems, and networking concepts Ability to read and understand intermediate to complex error messages and logs Experience in leveraging support tools and ability to learn new tools and technologies quickly Basic proficiency with ... (truncated, view full listing at source)