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For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.
L1 Support Specialist – Customer Support (SaaS)
Shift: Willingness to work in US rotational shifts including evening/night to support global customers. Transport provided
About The Role
We are seeking a customer-focused L1 Support Specialist to join our Bangalore-based support team. In this role, you will be the first point of contact for customers, providing timely, high-quality support and resolving common product and usage issues. You will play a critical role in delivering a great customer experience while building strong product and technical fundamentals.
This is an excellent opportunity for someone early in their support career who is eager to learn, grow technical skills, and build a long-term career in SaaS support.
What You’ll Do
- Provide frontline support to customers via chat, email, zoom, and phone
- Troubleshoot and resolve common product, configuration, and usage issues
- Understand customer problems, reproduce issues when needed, and document findings clearly
- Follow established troubleshooting guides and workflows
- Escalate complex or unresolved issues to L2/L3 teams with complete context
- Educate customers on product features and best practices
- Maintain accurate case notes and update knowledge base articles as needed
- Meet defined SLAs, quality standards, and productivity targets
Technical Skills (Must Have)
- Basic understanding of web-based/SaaS applications
- Familiarity with browsers, operating systems, and basic networking concepts
- Ability to read and understand simple error messages and logs
- Comfortable learning new tools and technologies quickly
- Basic proficiency with spreadsheets and documentation tools
- Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar)
Customer Support Skills (Must Have)
- 1–3 years of experience in customer support, service desk, or technical support
- Strong written and spoken English communication skills
- Ability to explain simple technical concepts clearly
- Customer-first attitude with empathy and patience
- Good problem-solving and analytical thinking
- Ability to multitask and manage multiple tickets
- Willingness to work in a fast-paced, metric-driven environment
Preferred Skills & Qualifications: Technical Skills (Preferred)
- Exposure to workflow, project management, or collaboration tools
- Basic understanding of APIs, integrations, or authentication concepts (SSO, OAuth)
- Familiarity with SQL, JSON, or scripting fundamentals
- Experience supporting B2B SaaS products
- Customer Support Skills (Preferred)
- Experience supporting global customers
- Prior experience with chat and phone support
- Knowledge of ITIL fundamentals
- Interest in growing into L2/L3 technical support or specialist roles
What Success Looks Like
- Consistently meets SLAs and quality targets
- High CSAT for L1- owned cases
- Accurate triage and effective escalations
- Demonstrated growth in product and technical knowledge
- Positive collaboration with peers and senior support engineers
Get To Know Us
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Equal Opportunity Employer
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
