remote
Technical Support Specialist II - Core Apps - Smartsheet
Software Engineer
Technical Support Specialist II focused on Core Applications, delivering expert troubleshooting and support for SaaS solutions, leveraging ticketing systems, API integration, and cloud platforms to resolve customer issues efficiently.
About the role
Key Responsibilities
- Provide tier‑2 support for core application components, diagnosing and resolving complex customer issues in a fast‑paced SaaS environment.
- Collaborate with engineering and product teams to reproduce, triage, and prioritize bugs, ensuring timely resolution and clear communication to stakeholders.
- Maintain and enhance knowledge‑base articles, troubleshooting guides, and internal documentation to improve first‑time resolution rates.
- Utilize ticketing systems (e.g., Zendesk) to track incidents, manage SLAs, and report on support metrics.
- Participate in on‑call rotations and incident response, performing root‑cause analysis and post‑mortem documentation.
- Leverage API knowledge and scripting (Python, Bash) to automate repetitive tasks and provide advanced troubleshooting for integration scenarios.
Requirements
- 2+ years of technical support experience in a SaaS or cloud‑based product environment.
- Strong troubleshooting skills with a proven ability to diagnose complex issues across multiple layers of the stack.
- Experience with ticketing platforms (Zendesk, ServiceNow) and familiarity with API integration concepts.
- Proficiency in scripting (Python, Bash) and basic SQL for data extraction and analysis.
- Excellent written and verbal communication skills, with a customer‑centric mindset.
Skills
customer supportcommunicationproblem solving