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.

L1 Support Specialist – Customer Support (SaaS)

Shift: Willingness to work in US rotational shifts including evening/night to support global customers. Transport provided (Currently operating from office)

About the Role:

We are seeking a customer-focused L1 Support Specialist to join our Bangalore-based support team. In this role, you will be the first point of contact for customers, providing timely, high-quality support and resolving common product and usage issues. You will play a critical role in delivering a great customer experience while building solid product and technical fundamentals.





This is an excellent opportunity for someone early in their support career who is eager to learn, grow technical skills, and build a long-term career in SaaS support.

What You’ll Do:
- Provide frontline support to customers via chat, email, zoom, and phone
- Troubleshoot and resolve common product, configuration, and usage issues
- Understand customer problems, reproduce issues when needed, and document findings clearly
- Follow established troubleshooting guides and workflows
- Escalate complex or unresolved issues to L2/L3 teams with complete context
- Educate customers on product features and best practices
- Maintain accurate case notes and update knowledge base articles as needed
- Meet defined SLAs, quality standards, and productivity targets

Technical Skills (Must Have)
- Basic understanding of web-based/SaaS applications
- Familiarity with browsers, operating systems, and basic networking concepts
- Ability to read

📌 Technical Support Specialist (Bengaluru)
🏢 Smartsheet
📍 Bengaluru