Technical Support Engineer

About SmartSuite At SmartSuite, we believe that work should be both productive and joyful. As a fast-growing SaaS company, we empower teams around the world to streamline how they manage business processes, projects, and workflows-all in one powerful, no-code platform. Our platform redefines work management by bringing together the essential tools businesses need-databases, task management, automation, dashboards, collaboration tools, and more-into a single, beautifully designed workspace. Whether you're managing day-to-day operations or driving strategic initiatives, SmartSuite enables teams to work smarter, faster, and more collaboratively. Why SmartSuite? Impactful Work: Join a company on a mission to revolutionize how teams work across industries. We help organizations-from startups to Fortune 500 companies-transform the way they operate. Innovative Technology: Be part of a team that integrates cutting-edge technologies, including generative AI, to deliver exceptional experiences for users. Customer-Centric: At SmartSuite, the customer is at the heart of everything we do. We're proud to support organizations across more than 100 countries, helping teams of all sizes and industries transform the way they work. This global reach positions us as a leader in the next generation of work management, delivering innovative solutions tailored to the unique needs of our diverse customer base. Collaborative Culture: We foster a culture of innovation, inclusivity, and mutual respect. Every voice matters, and we encourage everyone to bring their best ideas forward. What We Value: Innovation: Always pushing boundaries to create something exceptional. Collaboration: Working together to achieve more. Customer Success: Delivering real value that makes a difference. Integrity: Doing what's right-always. Diversity: Embracing unique perspectives and experiences. Gratitude: Celebrating each other's contributions and our shared success. About the role As a Technical Support Engineer you'll apply critical thinking and deep product expertise to resolve complex technical issues and deliver exceptional customer experiences. You'll develop a strong understanding of SmartSuite's platform-mastering workflows, automations, integrations, formulas, APIs, and reporting tools-to diagnose and resolve advanced cases efficiently. In this role, you'll also gain exposure to modern cloud technologies, AI-powered platform features, and evolving automation tools, giving you opportunities to grow your skills in areas that are rapidly trending in today's tech landscape. This role requires outstanding communication skills, technical curiosity, and a passion for helping customers succeed. What You'll Work On Troubleshoot and resolve complex technical issues for customers, including account configuration, provisioning, SSO, integrations, and APIs. Manage and document customer incidents and resolutions in the ticketing and knowledge base systems. Proactively identify and prevent recurring issues, helping improve stability and user experience. Communicate technical concepts clearly to both technical and non-technical audiences. Collaborate with Tier 1, engineering, and product teams to share insights and resolve customer challenges efficiently. Escalate critical incidents in accordance with defined SLAs to ensure timely resolution. Advocate for customers internally, sharing insights that drive continuous product and process improvements-including AI-enhanced support opportunities as they emerge. Maintain and expand our internal and external knowledge base, documenting troubleshooting steps, fixes, and known issues. Contribute to service excellence metrics by ensuring consistent, proactive, and high-quality customer interactions. Foster collaboration and mentorship across Tier 1 and Tier 2 support, helping elevate the overall team's technical capability. Who You Are 2+ years of experience in escalated technical support (Tier 2 or higher). 4+ years total experience in customer support or customer service. Strong background supporting SaaS or web-based applications, with hands-on experience troubleshooting APIs, integrations, and configuration issues. Experience with no-code / low-code platforms or workflow automation tools is highly valued. Excellent communication and collaboration skills-you're comfortable interfacing with both engineers and end users. Ability to multitask and prioritize effectively in a fast-paced environment. High attention to detail and ability to document complex solutions clearly. Demonstrated integrity, curiosity, and a desire to continuously improve-especially as new technologies like AI-driven support tools become part of your workflow. Comfortable working independently while staying aligned with team goals. Strong analytical mindset with familiarity in databases, data structures, and reporting tools. Why You'll Love Working Here At SmartSuite, you'll join a dynamic team dedicated to delivering exceptional customer experiences. You'll have the opportunity to make a real impact-helping shape how our users interact with one of the most powerful and flexible work management platforms in the world. You'll enjoy: A collaborative, customer-obsessed culture where every role contributes to our success. Opportunities to expand your technical expertise across cloud-based tools, APIs, automation platforms, and AI-enabled product features. Exposure to modern technologies that will continue to develop your in-demand technical skills. Working closely with talented engineers and product experts who value problem-solving and growth. The chance to help define what "world-class support" means for a rapidly scaling SaaS organization. If you're passionate about helping customers solve complex problems and want to grow your career at the intersection of tech support, emerging technologies, and service excellence, we'd love to meet you.