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Customer Support Solutions Engineer

Company: Smartsheet Inc
Location: San Jose
Posted on: May 27, 2023

Job Description:

Brandfolder by Smartsheet is on a mission to make managing your digital assets a seamless process. We aim to deliver the world's most powerfully simple platform for storing, sharing and showcasing assets. The people at Brandfolder drive our success, and we need people who push the boundaries and will push us forward. That is where YOU come in.
Our company culture is driven by a customer-first mindset, fosters employee growth and development, and promotes building connections amongst teams. How do we do this? By building a world-class product and creating an environment that values autonomy, flexibility and the opportunity for employees to be themselves.
Do you want a role where your contributions directly affect the success of the company? Do you want to take the next step to a place that will push you to grow in your career? If so, we'd love to have you aboard. We have a team of curious, eager, and humble individuals who rally together both within and outside the confines of the office and aim to expand and evolve.
Position Description
Brandfolder is seeking a Customer Support Solutions Engineer responsible for supporting Brandfolder's customer base, Customer Support, Implementation team, and Customer Success team, all while helping to ensure our success in the Brand Asset Management marketplace.
This position will report into the Senior Manager, Technical Customer Support and is available in Costa Rica.

  • Gain an in-depth understanding of Brandfolder, and become a DAM Industry expert
  • Become the product and integrations expert on the Support team
  • Guide and mentor other technical roles within the team
  • Work closely with our engineering teams to support complex customer needs
  • Owns or assigns all technical issues from our various support channels
  • Be the expert for all configurations - This includes SAML/SSO, custom API, and CDN configurations, and minor UI updates.
  • Join or assign team members to calls with the PM and CSM team when needed.
  • Run custom reports for clients via Bigquery and Postgres
  • Be a point of escalation for technical tickets
  • Assist with the Getty partnership on all technical requests
  • Write scripts to automate processes for CX team via our API
  • Triage bugs using tools like Datadog / Sidekiq / Rollbar / Logrocket / Postman


    • 4+ years of experience in Customer Support or similar role
    • A passion for helping others and solving complex problems in creative ways
    • Enjoy working directly with some of the biggest and best brands in the industry
    • Strong technical knowledge and comfort with web applications
    • Comfort with browser capabilities and technologies that support cloud applications
    • Strong written and verbal communication skills
    • The drive to own high-impact projects from day one
    • Ability to follow and create technical scripts
    • API configuration and manipulation
    • Working knowledge of front end languages: HTML, CSS, jQuery
    • SQL - Ability to query a database and create basic reports of customer data
    • Data manipulation - ability to transform data in CSV and spreadsheets
    • Strong knack for picking up new tools and technologies, continuously learning

      Perks & 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)

        Equal Opportunity Employer
        Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
        At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative-join us!

Keywords: Smartsheet Inc, San Jose , Customer Support Solutions Engineer, Engineering , San Jose, California

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