Careers

Sr. Manager, Technical Support ( Hybrid in Bangalore)

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. You will be managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets. 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 based in our Bangalore office and will report to our VP, Global Customer Support & Operations.

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  to successfully deliver support to our customers at scale
  • Set clear objectives, evaluate progress, coach, train, and instil a high-performance culture with a 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 a defined business rhythm for your team
  • Deliver on-site and team goals in line with overall Support goals and Smartsheet objectives
  •  Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities 
  •  Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted 
  • Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps 
  • Promote continuous improvements through recognition and feedback within the team 
  •  Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration 
  • 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 members and coaching for improved behaviours
  • 25% Support improvement and cross-team (within support) initiatives

You Have:

  • 8-10 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 solving
  • 3-6 years of experience in mentoring, managing, or providing feedback to people leaders and individual contributors
  • Experience with frontline management and working with or leading global teams preferred
  • Experience in coaching, mentoring, managing, and evaluating the performance of individual contributors
  • Leadership skills and a proven track record as a resource for other team managers
  • Possess an Executive presence and are comfortable briefing internal and external C-level executives on technical 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 a 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
  • Legally eligible to work in India on an ongoing basis
  • Fluency in English is required

 

 

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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Department

Technical Support

Job Location

Bangalore, INDIA

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