About SmartSuite
At SmartSuite, we believe that work should be both productive and joyful. As a fast-growing SaaS company, we empower teams around the world to streamline how they manage business processes, projects, and workflows-all in one powerful, no-code platform.
Our platform redefines work management by bringing together the essential tools businesses need-databases, task management, automation, dashboards, collaboration tools, and more-into a single, beautifully designed workspace. Whether you're managing day-to-day operations or driving strategic initiatives, SmartSuite enables teams to work smarter, faster, and more collaboratively.
Why SmartSuite?
- Impactful Work : Join a company on a mission to revolutionize how teams work across industries. We help organizations-from startups to Fortune 500 companies-transform the way they operate.
- Innovative Technology : Be part of a team that integrates cutting-edge technologies, including generative AI, to deliver exceptional experiences for users.
- Customer-Centric : At SmartSuite, the customer is at the heart of everything we do. We're proud to support organizations across more than 100 countries, helping teams of all sizes and industries transform the way they work. This global reach positions us as a leader in the next generation of work management, delivering innovative solutions tailored to the unique needs of our diverse customer base.
- Collaborative Culture : We foster a culture of innovation, inclusivity, and mutual respect. Every voice matters, and we encourage everyone to bring their best ideas forward.
What We Value :
Innovation : Always pushing boundaries to create something exceptional.Collaboration : Working together to achieve more.Customer Success : Delivering real value that makes a difference.Integrity : Doing what's right-always.Diversity : Embracing unique perspectives and experiences.Gratitude : Celebrating each other's contributions and our shared success.About the Role
As a Technical Support specialist, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automations, formulas, issue resolution, APIs, reporting tools, and more. This role requires excellent people skills and plays a critical role in overall customer satisfaction and the success of the support team.
What You'll Do
Troubleshoot and drive resolution of complex technical issues raised by our customers (account management, configuration issues, provisioning, SSO, integrations & APIs etc.)Provide updates for customer incidents and problem resolution in the ticketing system / knowledge bases.Promote proactive support by communicating and resolving issues before they arise for customersClearly and concisely convey technical information to both technical and non-technical audiences.Escalating incidents that cannot be resolved to the next level of support in line with SLAsListen to customer feedback, and advocate for their needs to the organizationFoster collaboration and open communication between Tier 1 and Tier 2 teams.Drive overall customer satisfaction metrics ensuring service quality through case journey, providing regular updates across touchpointsCollaborate with Tier 1 support, developers, engineers, and other teams to share insights and work together on issue resolutionCommunicate with customers in a professional, friendly, and courteous mannerOffer feedback in a positive and helpful manner to facilitate continuous improvementClearly document technical product details including troubleshooting steps, issue resolutions, etc. as part of the continuous update to our knowledge base across help articles, website, product documentation, and other resources.Keys for Success
2 years in escalated customer support (tier 2 or higher)4 years total in customer support or customer serviceExperience in providing technical support for SaaS, application, web-based products. Specifically, troubleshooting API's, web applications, and configuration issues.No code / low code experience is greatly valued.Strong communication and collaboration skills.Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlinesPerform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely mannerDemonstrate integrity, ingenuity and inventiveness in the performance of assigned tasksAbility to easily adapt to and learn new technologies.Maintain important records efficiently and accurately.Maintain confidentiality of information processed or prepared.Perform duties and responsibilities independently.Ability to coordinate, research, and analyze special projects / reports.Proficient knowledge of database structure with the ability to enter, manipulate, and report data.What Will Set You Apart?
BA / BS Degree in a related field.Deep curiosity about technology and how it solves real-world problems.Passion for delivering customer-centric value and building relationships.Life at SmartSuite
Competitive salary and role trajectory : With things evolving quickly, roles, responsibilities and compensation will grow as we do.For candidates based in Irvine, California...Health insurance : Fully funded for employees - high quality health, dental & vision coverage. 70% coverage for family members too.We are well funded, embarking on our next phase of hypergrowth. We are backed by an impressive group of VC's, with our Co-Founders having a track record of a very successful exit with their previous company.You would be getting in at the ground floor, with a REAL opportunity to impact our product and internal processes.Good people. Can't stress this enough. We are a group of respectful, kind, hardworking humans with high ambitions. We expect the same with whoever joins us. Work smart, work hard, stay positive and we'll win together.The pay range for this role is :
60,000 - 92,000 USD per year (Irvine - WeWork)
Salary : $60,000 - $92,000
