Technical Support Specialist L2( Hybrid)
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 spreadsheets and documentation tools
Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce,
Jira, or similar)
Customer Support Skills (Must Have)
3-4 years of experience in customer support, service desk, or technical support
Strong written and spoken English communication skills
Ability to explain simple technical concepts clearly
Customer-first attitude with empathy and patience
Good problem-solving and analytical thinking
Ability to multitask and manage multiple tickets
Willingness to work in a fast-paced, metric-driven environment