Technical Support Specialist II – Governance and Ops (Remote Eligible – Costa Rica) at flow | Costa Rica

Job Description

Connect With Us

At flow | Costa Rica, we believe in the power of seamless collaboration and intelligent work management. For over two decades, Smartsheet has empowered individuals and teams to achieve remarkable outcomes. We are seeking a dedicated Technical Support Specialist II to join our growing team and contribute to our mission of building tools that empower our users. This role is ideal for a proactive problem-solver with a passion for technology and exceptional customer service, with the flexibility of remote eligibility for candidates in Costa Rica.

Job Overview

As a Technical Support Specialist II – Governance and Ops, you will be a vital part of our support infrastructure, focusing on the operational excellence and governance aspects of our platform. You will provide advanced technical assistance, troubleshoot complex issues, and contribute to the continuous improvement of our support processes.

Key Responsibilities

• Provide in-depth technical support for Smartsheet users, specializing in governance and operational workflows.
• Troubleshoot and resolve complex technical issues, documenting solutions and workarounds.
• Assist users with platform configuration, best practices, and advanced feature utilization.
• Collaborate with engineering and product teams to identify and escalate bugs or feature requests.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Monitor system performance and identify potential operational risks.
• Participate in user training sessions and proactive customer outreach initiatives.

Requirements

• Proven experience in technical support or a related customer-facing role.
• Strong understanding of SaaS platforms and their operational implications.
• Excellent analytical and problem-solving skills.
• Proficiency in troubleshooting technical issues across various platforms.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Familiarity with IT governance principles is a plus.
• Ability to work independently and as part of a remote team.

What We Offer

• Competitive compensation package.
• Opportunity to work with a leading work management platform.
• Professional development and growth opportunities.
• Supportive and collaborative team environment.
• Remote work flexibility within Costa Rica.