Technical Support Lead - Japan

Smartsheet is looking for a Technical Team Lead for its Technical Support organization to be a subject matter expert within our feature-specific Support pods. Apart from working on a broad spectrum of technical customer issues, you will work closely with our Engineering partners in managing escalations, look for and help drive improvements in case handling and quality assurance, provide technical team mentorship, be incorporated in aspects of training & hiring, and bring the voice of Support and Customers to Product during feature development phases. 

 

A suitable candidate requires someone focused on both the customer and Support agent experiences. Comfort in multi-tasking, expert troubleshooting skills, operating in ambiguity, and confidence are key traits that will see a candidate excel in this role. The right person leverages a balance of technical, analytical and collaborative competencies as they partner with a distributed team across multiple functions and geos. The ideal candidate has a proven history of driving change to empower Support teams and is passionate about the growth and success of Smartsheet’s customers. 

 

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. 

 

This role is part of the global Support organization and will report to the Sr Mgr, Technical Support.

You Will:

• Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem
• Support customers and peers to resolve technical issues and meet team goals/SLAs in alignment with the Support mission and core values
• Serve as your team’s technical escalation point; act as the conduit to the Product and Engineering teams
• Provide technical consulting, case reviews and quality assessments, internal knowledge base management
• Assist with technical mentorship and contribute to growing overall domain knowledge within the team
• Partner with Pod manager and individuals/team to monitor, collaborate, and participate in your team’s case queue to ensure targets are met
• Participate in the triaging & monitoring of escalation requests from our internal partner organizations
• Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents
• Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations
• Actively engage in the release readiness process, evaluating new features and changes
• Additional Duties as assigned

You Have:

• 4+ years of experience in a Technical Support setting or equivalent, with a preference for operating in a high-volume technical SaaS environment with a high degree of critical thinking and problem solving 
• Communication skills: Native-level Japanese and business-level English (verbal and written)
• 3+ years experience demonstrating leadership qualities within a technical support or services organization
• Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications
• Strong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters
• Ability to thoroughly scope, research, reproduce, document, and solve technical issues
• Ability to explain complex concepts clearly
• Possess an executive presence and are comfortable briefing internal and external C-level executives on technical and matters
• Working knowledge with web-based applications, web service APIs, authentication technologies (e.g. SSO, SAML)
• A passion for delivering meaningful interactions with customers
• Strong operational skills and ability to work with and lead distributed teams and stakeholders
• Excellent written, verbal and interpersonal communication skills
• Willingness to travel domestic and international if applicable

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Last updated on Jun 16, 2024