Technical Support Specialist - L1 (Hybrid)

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. That is magic at work, and it’s what we show up for every day.

L1 Support Specialist – Customer Support (SaaS)

Shift: Willingness to work in US rotational shifts including evening/night to support global customers. Transport provided (Currently operating from office)

About the Role:

We are seeking a customer-focused L1 Support Specialist to join our Bangalore-based support team. In this role, you will be the first point of contact for customers, providing timely, high-quality support and resolving common product and usage issues. You will play a critical role in delivering a great customer experience while building strong product and technical fundamentals.

This is an excellent opportunity for someone early in their support career who is eager to learn, grow technical skills, and build a long-term career in SaaS support.

What You’ll Do:

Provide frontline support to customers via chat, email, zoom, and phone

Troubleshoot and resolve common product, configuration, and usage issues

Understand customer problems, reproduce issues when needed, and document findings clearly

Follow established troubleshooting guides and workflows

Escalate complex or unresolved issues to L2/L3 teams with complete context

Educate customers on product features and best practices

Maintain accurate case notes and update knowledge base articles as needed

Meet defined SLAs, quality standards, and productivity targets

Technical Skills (Must Have)

Basic understanding of web-based/SaaS applications

Familiarity with browsers, operating systems, and basic networking concepts

Ability to read and understand simple error messages and logs

Comfortable learning new tools and technologies quickly

Basic proficiency with spreadsheets and documentation tools

Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar)

Customer Support Skills (Must Have)

1–3 years of experience in customer support, service desk, or technical support

Strong written and spoken English communication skills

Ability to explain simple technical concepts clearly

Customer-first attitude with empathy and patience

Good problem-solving and analytical thinking

Ability to multitask and manage multiple tickets

Willingness to work in a fast-paced, metric-driven environment

Preferred Skills & Qualifications: Technical Skills (Preferred)

Exposure to workflow, project management, or collaboration tools

Basic understanding of APIs, integrations, or authentication concepts (SSO, OAuth)

Familiarity with SQL, JSON, or scripting fundamentals

Experience supporting B2B SaaS products

Customer Support Skills (Preferred)

Experience supporting global customers

Prior experience with chat and phone support

Knowledge of ITIL fundamentals

Interest in growing into L2/L3 technical support or specialist roles

What Success Looks Like:

Consistently meets SLAs and quality targets

High CSAT for L1- owned cases

Accurate triage and effective escalations

Demonstrated growth in product and technical knowledge

Positive collaboration with peers and senior support engineers

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, India, and Singapore. 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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