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Smartsheet Escalation Engineer I in Boston, Massachusetts

Escalation Engineer I

Smartsheet is looking for a Support Escalation Engineer I (EE1) who will be responsible for tackling highly technical, political, and escalated 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 Escalation Engineer I works very closely with the Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team 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 entry level role to Support escalations 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. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers.

Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set.


  • 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.

  • Act as Primary Communication Point of Contact during SIEs (Service Impacting Events), manage internal & external communication, assist

  • Engineering in crisis management production investigations.

  • Help build and maintain technical and process documentation for internal and external customers.

Required Skills:

We are looking for team players - driven self-starters that are proactive and effective problem solvers, able to execute with little supervision. 24/7 on-call rotations may be required of this role (usually once a week, every other month).

  • 1-3 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

  • General understanding with RESTful APIs and ability to understand, evaluate and discuss technical integration scenarios and architectural concepts

  • General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc..)

  • 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)

  • Bachelor’s degree preferred, CompSci or Engineering degree a plus, or relevant industry certifications

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees

  • Equity - Restricted Stock Units (RSUs) Equity with all offers

  • Lucrative Employee Stock Purchase Program (15% discount)

  • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)

  • Monthly stipend to support your work and productivity

  • 15 days PTO to start, plus Flexible Sick Leave

  • Up to 24 weeks of Parental Leave

  • Personal paid Volunteer Day to support our community

  • Opportunities for professional development including access to Audible for Business and LinkedIn Learning online courses

  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

  • Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us!


Customer Support

Job Location

Bellevue, WA or Field