Tier 3 Escalation Engineer (Remote Eligible)

Tier 3 Escalation Engineer
Remote, United States

Smartsheet is looking for a Tier 3 Support Escalation Engineer who will engage on highly technical, political, and escalated 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 3 team also escalates to the Smartsheet Product & Engineering teams, and plays an important role in Smartsheet's Incident Management process. Members of the Tier 3 team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, defining measurements, improving tooling, and identifying areas of opportunity for improvement for the entire organization.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we provide a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better outcomes.

You will report to our Manager, Support Escalations located in our Bellevue, WA office. 

You Will:

• Be the expert on the Smartsheet core and Premium application, API, and multiple apps and integrations.
• Handle escalated cases from the Support team with urgency and provide follow ups with key stockholders.
• Work with members of Product and Engineering teams on a daily basis to help resolve the most complex customer issues.
• Support customers through multiple channels including email, phone, screen-share, and chat.
• Thoroughly scope to understand, research, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application, API, and our multiple apps and integrations.
• Identify process gaps or inefficiencies and help build processes and sometimes scripts to fill them.
• Be a Primary Point of Contact during SIEs (Service Impacting Events), manage communications, and assist Engineering in crisis management production investigations.
• Identify, research, and present business cases to Product Management of common customer issues and high-cost Support transactional work to improve the product(s) and support experience.
• Help build technical and process documentation for internal and external customers.

You Have:

• 3 years Support experience in an escalations capacity, SaaS environment preferred
• Ability to work rapidly across multiple teams
• A firm grasp of and comfort using cloud applications
• Experience with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts
• General understanding with HTML, CSS, and one or more programming languages (JavaScript, Python, Ruby, Java, or C#)
• Desire and experience to quickly ramp up on new technologies, languages, and frameworks
• Strong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters
• Excellent interpersonal and communication (written and verbal) skills and prior customer-facing experience
• Experience working with ticketing / CRM tools, Salesforce/Service Cloud
• Bachelor's degree preferred in Computer Science or Engineering degree, or relevant industry certifications

Required Attributes: We are looking for team players who are motivated problem solvers. Must be able to execute with little supervision. 24/7 on-call rotations will be required of this role (usually once a week, every other month)

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!