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.
As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams of
globally distributed professionals in providing exceptional customer support experiences. This position manages the day-
to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets.
Responsibilities include coaching and developing individuals within the team in their roles as product experts and
participating in improvement efforts across Support. The successful candidate will be experienced (6+ years) in leading
and developing a Support team within a Software as a Service setting.
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 Sr Support Manager within the Global Support team.
Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in
general fall around:
70% People management, career development & coaching
30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your
team, owning and driving towards meeting KPIs/SLAs
You Will:
Manage & lead multiple teams of globally distributed technical support professionals to provide enterprise-level,