Back to jobs Sr. Manager, Technical Support San Jose, CR Apply For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. Smartsheet is seeking a Senior Manager, Technical Support to join the global support team, based out of Costa Rica, remote eligible. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will have a history of leading and mentoring a team of Support Managers and Specialists in providing exceptional customer support within a Software as a Service environment . This also includes coordinating the day-to-day operations of your team, assisting in the queue and with escalations, and working with Support managers to ensure your internal teams and partners are meeting their goals. The Senior Manager, Technical Support will have direct reports based globally.
This role will report to our Director, Technical Support. This position is fully remote eligible, with the expectation of reporting to the San Jose, Costa Rica office as appropriate.
With a commitment to investing in international growth and scaling our Support offerings to better serve new and existing customers; this is an opportunity to be a part of Smartsheet at an exciting time, working with an outstanding team to build and expand the Smartsheet brand across the globe.
You Will:
Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customers
Manage a mix of leaders and individual contributors within Technical Support, leveraging operational metrics such as CSAT scores, closed loop feedback processes, knowledge management, etc to successfully deliver support to our customers at scale
Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues
Set-up, manage, and improve standards and procedures within the team
Contribute to the team strategy and lead improvement initiatives within the Support organization
Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
Review daily priorities and take appropriate action to ensure results are achieved
Remain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challenges
Identify and assist in the investigation of customer issues and complex technical issues
Advocate for customers and define ways to continually add value to the customer experience
Prepare and deliver performance reviews on defined business rhythm for your team
Deliver on site and team goals in line with overall Support goals and Smartsheet objectives
Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
Must be available to travel for various company & team needs
Perform other duties as assigned.
Estimated Breakdown
25% case/issue management (as needed for service level requirements and customer escalations)
50% defining coaching plan for team managers and team members and coaching for improved behaviors
25% Support improvement and cross-team (within support) initiatives
You Have:
7-10 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributors
Possess an Executive presence and are comfortable briefing internal and external C-level executives on technical and matters
Excellent end-user interaction and strong written and verbal communication skills
Ability to present initiatives internally and across the wider business community
Leadership skills and proven track record as a resource for other team members
Demonstrated ability to work independently and take ownership of issues or challenges
Willingness and ability to learn and develop new skills quickly
Demonstrated ability to manage effectively in an agile support environment
Work effectively with internal enablement teams such as Training Quality and Operations (TQO) and Workforce Management
Perks & Benefits:
Fully paid Health & Life insurance for full-time employees and family members
Monthly stipend to support your work and productivity
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)
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, and India. 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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