Location: Candidates must reside in the Kansas City area.
About SmartSuite
SmartSuite is an enterprise, AI-powered work management platform founded by the original creator of ArcherIRM. We help organizations standardize and scale work across four pillars:
- Governance, Risk & Compliance (GRC)
- IT & Service Operations
- Business Resilience
- Enterprise Operations
Today, SmartSuite is trusted by 2,000+ customers in 100+ countries, from high-growth startups to global financial institutions. We’re backed by leading investors including Canapi Ventures, High Alpha, and Sorenson Capital, giving us the resources to scale thoughtfully while still operating like a fast-moving startup.
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.
How You'll Spend Your Time
- 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.
What You Bring
- 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.
Authorization to Work
Candidates must be authorized to work in the United States. We are unable to sponsor or take over sponsorship of employment visas at this time.