Smartsheet
Tier 2 Escalation Specialist
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Senior Tier 2 Support Escalations Specialist
At Smartsheet, we believe "that’s magic"—transforming how teams collaborate and innovate by combining human expertise with the power of AI. Today, we’re enabling a smarter way to work that creates space for creativity and big thinking.
About the Role
This is an opportunity to join Smartsheet’s Support Escalations Team, a group of technical leaders who research, resolve, and innovates fixes for complex customer issues while driving process improvement across the entire organisation.
Smartsheet is empire-building on the idea that better work execution is within everyone’s reach. Our cloud-based platform allows teams to plan, track, automate, and report on work at scale—redefining collaboration with an intuitive, extensible, and scalable solution for individuals and organisations worldwide.
In this role, you’ll blend technical investigation skills with customer empathy, tackle escalated support cases, and collaborate with Product & Engineering to drive meaningful improvements for users.
Your Impact
Key Responsibilities
You will:
- Handle escalated support cases with urgency and ownership, keeping customers updated while proactively researching and resolving technical issues.
- Investigate escalations—isolate problems, reproduce them, and document findings for engineering teams and Tier 3.
- Collaborate closely with Tier 3 Escalation Engineers, DevOps, and Product teams to align on fixes and process improvements.
- Support crisis management events, including high-impact production incidents, by working cross-functionally to capture customer impact and coordinate communications.
- Proactively contribute to internal documentation, tooling, and KPIs to help the broader Smartsheet Support organisation.
- Work autonomously in a fast-paced, ambiguous environment—but not alone: bring your technical expertise to bear in helping colleagues solve the most difficult problems.
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Ideal You
We’re looking for a keen technical troubleshooter with:
Experience & Technical abilities
- 2+ years in support, preferably with escalations or SaaS experience.
- Confidence working in cloud SaaS environments and across different teams and systems.
- Experience communicating with customers across channels (email, phone, live chat).
- General knowledge of web fundamentals (HTML, CSS, JavaScript) and familiarity with at least one programming language (Python, Java, Ruby, etc.).
- Experience with ticketing/CRM platforms (e.g., Salesforce/Service Cloud) is a bonus.
Soft skills & mindset
- Thrives in fast-paced, ambiguous situations with minimal guidance.
- Analytical and proactive—recognises patterns and proposes solutions for both urgent fixes and long-term improvements.
- Strong written and verbal communication, including customer support experience.
- Comfort working independently but comfortable collaborating across disciplines to optimise processes.
- Curiosity and a drive to learn: willing to master new tools and technologies.
Legal requirements
- Legally eligible to work in the UK on an ongoing basis.
What's in it for you?
Because we genuinely invest in your role as a crucible for growth, you’ll enjoy unmatched support:
- Well-being benefits: Employer-paid Private Medical and Dental, with optional extensions to family, plus a monthly payable stipend to support productivity.
- Employment security:
- 25 paid holidays + Bank Holidays
- Flexible Time Away (FTA) policy for greater work-life flexibility.
- 20 weeks fully paid Maternity Leave and 12 weeks fully paid Paternity/Adoption Leave.
- Personal & professional:
- One Volunteer Day per year to support your passion project.
- Access to Udemy online courses to enhance your skills.
- A Smartsheet account of your own, including member benefits.
- Hybrid working: Telework from any registered UK location (subject to role flexibility).
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Our Culture
At Smartsheet, equal opportunity nourishes impact. We encourage diverse thinking, non-traditional voices, and ideas that challenge the status quo you’re in.
Imagine a team where: Smartsheet gives you back your time—to focus on the meaningful, the creative, and the things only humans can deliver. Your ideas are valued—because brilliant people on our team push boundaries and build our future. Together, we create momentum—the perfect balance of collaboration and individual play.
Equal Opportunity Employer
Smartsheet is committed to an inclusive, non-discriminatory work environment where equality applies to everyone. We believe in the value of varied perspectives. See our full equal opportunities policy and commitments.
To arrange any previous preparations we provide for a fair interview experience, just ask: We’re happy to accommodate.
For magic at work, you need someone who understands both the human experience—and the complexities beneath. Ready to lead?
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