Technical Support Specialist L2( Hybrid)

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.

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

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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