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Smartsheet



Dallas, Texas, United States
 
๐Ÿ’ฐ $70k - $120k*

engineer

 

cloud

 

saas

Smartsheet is hiring a
Remote Tier 3 Escalation Engineer

\nTier 3 Escalation Engineer\nRemote, United States\n\nSmartsheet is looking for a Tier 3 Support Escalation Engineer who will engage on highly technical, political, and escalated cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 3 team also escalates to the Smartsheet Product & Engineering teams, and plays an important role in Smartsheet's Incident Management process. Members of the Tier 3 team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, defining measurements, improving tooling, and identifying areas of opportunity for improvement for the entire organization.\n\nIn 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we provide a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better outcomes.\n\nYou will report to our Manager, Support Escalations located in our Bellevue, WA office. \n\n \n\nYou Will:\n\n\nBe the expert on the Smartsheet core and Premium application, API, and multiple apps and integrations.\n\nHandle escalated cases from the Support team with urgency and provide follow ups with key stockholders.\n\nWork with members of Product and Engineering teams on a daily basis to help resolve the most complex customer issues.\n\nSupport customers through multiple channels including email, phone, screen-share, and chat.\n\nThoroughly scope to understand, research, reproduce, document, and solve technical issues.\n\nIdentify opportunities for improvement to the Smartsheet application, API, and our multiple apps and integrations.\n\nIdentify process gaps or inefficiencies and help build processes and sometimes scripts to fill them.\n\nBe a Primary Point of Contact during SIEs (Service Impacting Events), manage communications, and assist Engineering in crisis management production investigations.\n\nIdentify, research, and present business cases to Product Management of common customer issues and high-cost Support transactional work to improve the product(s) and support experience.\n\nHelp build technical and process documentation for internal and external customers.\n\n\n\n\nYou Have:\n\n\n3+ years Support experience in an escalations capacity, SaaS environment preferred\n\nAbility to work rapidly across multiple teams\n\nA firm grasp of and comfort using cloud applications\n\nExperience with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts\n\nGeneral understanding with HTML, CSS, and one or more programming languages (JavaScript, Python, Ruby, Java, or C#)\n\nDesire and experience to quickly ramp up on new technologies, languages, and frameworks\n\nStrong sense of curiosity, expert technical troubleshooting skills, and a willingness to engage on complex matters\n\nExcellent interpersonal and communication (written and verbal) skills and prior customer-facing experience\n\nExperience working with ticketing / CRM tools, Salesforce/Service Cloud\n\nBachelor's degree preferred in Computer Science or Engineering degree, or relevant industry certifications\n\n\n\n\nRequired Attributes: We are looking for team players who are motivated problem solvers. Must be able to execute with little supervision. 24/7 on-call rotations will be required of this role (usually once a week, every other month)\n\n \n\nPerks & Benefits:\n\n\nHSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees\n\nEquity - Restricted Stock Units (RSUs) with all offers\n\nLucrative Employee Stock Purchase Program (15% discount)\n\n401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)\n\nMonthly stipend to support your work and productivity\n\nFlexible Time Away Program, plus Incidental Sick Leave\n\nUp to 24 weeks of Parental Leave\n\nPersonal paid Volunteer Day to support our community\n\nOpportunities for professional growth and development including access to LinkedIn Learning online courses\n\nCompany Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account\n\nTeleworking options from any registered location in the U.S. (role specific) \n\n\n\n\n \n\nEqual Opportunity Employer:\n\nSmartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.\n\nAt Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. Weโ€™re looking for people who are driven, authentic, supportive, effective, and honest. Youโ€™re encouraged to apply even if your experience doesnโ€™t precisely match our job descriptionโ€”if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who arenโ€™t afraid to be innovativeโ€”join us! \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Engineer, Cloud and SaaS jobs that are similar:\n\n $70,000 — $120,000/year\n \n\n#Location\nDallas, Texas, United States
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