Tier 2 Escalation Specialist

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.

Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical 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 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization.

This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events. Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3.

You Will:

• Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation.
• Support customers via email, chat and phone with strong writing skills and excellent phone manner.
• Thoroughly understand, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations.
• Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues.
• May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations.
• Help build and maintain technical and process documentation for internal and external customers.

You Have:

• 2+ years support experience, preferably in an escalations capacity and in a SaaS environment.
• Ability to work independently or collaboratively in a fast-paced environment.
• A firm grasp of and comfort using cloud applications.
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks.
• Confidence and strong interest in problem solving.
• Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience.
• Possess superior technical troubleshooting skills.
• Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus.
• Willingness to engage on complex matters.
• Comfortable working in ambiguous situations with little to no direction.
• Ability to recognize and respond accordingly to how any single issue is affecting a customer(s).
• Legally eligible to work in the UK on an ongoing basis.

Benefits:

• Employer-paid Private Medical and Dental, additional cost for family members.
• Monthly contributions toward your pension.
• Monthly stipend to support your work and productivity.
• 25 days paid for Holiday + Bank Holidays + 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 Udemy online courses.
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
• Teleworking options from any registered location in the UK (role specific).

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.

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 UK.