Role Description Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. You Will: - Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences - Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat - Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance - Become an expert in a specific product area - Contribute to team projects - Give and receive thoughtful feedback on team processes and leadership - Manage other responsibilities as assigned Qualifications - Excellent written, verbal and interpersonal communication skills - 1+ years of Technical or Customer support experience, or equivalent - Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource - Working knowledge of assigned feature a plus - Flexibility in your working hours as this position will require work outside of standard business hours. Benefits - Fully paid Health & Life insurance for full-time employees and family members - Monthly stipend to support your work and productivity - 12 days paid Vacation + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to LinkedIn Learning online courses - Company Funded Perks including a counseling membership and your own personal Smartsheet account - Teleworking options from any registered location in Costa Rica (role specific)

• Provide technical support for dental CAD/CAM systems and equipment • Troubleshoot hardware and software issues remotely • Train users on digital dental workflows and software • Support workflow optimization and case production processes • Manage support tickets and document resolutions • Assist customers with basic software setup and updates • Answer customer questions and provide guidance on system use • Escalate complex technical issues to senior team members when needed • Perform other duties related to the position as assigned

• Manage our Jira support help desk and ensure SLAs are met • Build and continuously improve the support processes • Develop & maintain Python scripts • Manage support requests for customers across different time zones within the US • Triage customer issues by checking logs, running simple database queries • Perform root cause analysis for production errors and recommend improvements • Work with different team members and stakeholders representing all areas of the business • Regularly prepare and present content to stakeholders within Converge

Role Description The Technical Support Engineer is responsible for effectively identifying and resolving networking remote connectivity problems for end users while providing excellent customer service. - Troubleshoot and resolve technical support issues via telephone for customers utilizing xDSL, Cable, Fiber, Wireless, EOC, and VPN technologies - Coordinate with CLECs, ILECs, and ISPs to resolve issues - Provide installation and desktop support (when required) to users - Provision and configure router equipment (new installs, RMAs, etc.) - Complete and update trouble tickets in an expedient manner - Communicate with Broadband Provisioning and ESS Engineering to ensure proper SLEs are met - Work all escalated technical issues through resolution, owning the process and communicating updates to affected customers when necessary - Conduct and participate in customer meetings to discuss escalated and chronic support issues - Assist with reporting and analyzing ticket trends to identify opportunities to improve Tolt Solutions Customer Care services - Perform all technical support activities in a highly professional and service-oriented manner - Participate in customer retention efforts by providing regular updates during customer status meetings - Perform other duties as assigned Company Description