• 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, attendance and productivity • 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

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis • Review logs, metadata, and internal dashboards to diagnose complex problems • Replicate customer-reported issues in sandbox environments • Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior • Assess whether issues represent bugs, user errors, or workflow misunderstandings • Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses • Manage multi-step investigations, ensuring timely follow-up with customers • Collaborate with engineering during escalations to provide context and added technical findings • Surface patterns and recurring issues to Product and Engineering • Produce detailed Help Center content focused on technical troubleshooting and integrations

• Provide hands-on support for customer needs following deployment • Deep understanding of the customer's product integration architecture and workloads • Design, review, and execute use cases with customer context • Provide guidance on how to resolve customer-specific technical challenges • Collaborate with Product Management, Engineering, and Marketing to improve Snowflake’s offerings • Monitor, review and provide actionable support for query performance optimization • Analyze warehouse configuration for cost optimization opportunities • Own release readiness for priority support customers • Drive issue resolution and high case quality • Establish regular touchpoints with customers • Be available on-call as needed for customer success

• Lead and manage a team of Technical Support Agents (chat & email).• Monitor team performance and provide regular feedback, coaching, and mentoring.• Ensure high-quality customer interactions with clear and accurate communication.• Handle customer escalations and resolve complex technical issues.• Ensure adherence to SLAs, response time, and resolution targets.• Manage and prioritize team workload and support queues effectively.• Assist team members in troubleshooting and resolving customer issues.• Collaborate with cross-functional teams for issue resolution.• Conduct quality audits and ensure compliance with SOPs.• Identify process gaps and drive continuous improvement initiatives.• Track key performance metrics (CSAT, productivity, SLA adherence).• Prepare and share performance reports with management.