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Smartsheet is looking for an Escalation Analyst to join our Technical Support team who will be responsible for assessing and monitoring open customer escalations. This role is critical in ensuring that escalations are routed to the right places and are cataloged and reported to leadership. This role does not interface directly with customers nor will it be expected to resolve cases. Instead, this role focuses on identifying the root causes of these escalations to provide insights and opportunities for possible product and process improvements for the prevention of future escalations. You will work closely with internal stakeholders from Support as well as other departments across Smartsheet. Successful individuals in this role will enjoy researching, have strong pattern recognition skills, possess a need to "seek the truth," and be comfortable making decisions when not all the data may be available. This position requires a motivated individual who can operate independently and as a team, and thrives on bettering our product and processes to improve customer experiences. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results. Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set. You Will: Assess and triage incoming escalation requests, providing a level of oversight for escalated Technical Support issues. Helping to ensure they're being addressed by the right team of technical experts Capture potential system and procedural improvements within escalation processes, to improve customer experience and efficiency Identify and report on common trends causing customer escalations from product to process issues, provide recommendations for improvement, and help track resolution of these issues to prevent the same escalations occuring in the future Apply critical thinking to drive your analysis in an independent and discovery environment while working within a team setting to learn from and provide others with personal expertise Work closely with our Tech Leads and Team Managers to share your updates & findings and collaborate on ways to improve the escalation program Become a Smartsheet certified expert and experience the full onboarding & training of a Technical Support Specialist Other duties as assigned You Have: 3+ years customer or technical support experience, preferably in a SaaS environment Experience working with ticketing / CRM tools, such as Salesforce/Service Cloud, Zendesk, or Jira Experience working with spreadsheet/data visualization tools such as Excel, Smartsheet, Google Docs, Tableau, Domo Ability to capture, manipulate, analyze, and draw inferences from large data sets Ability to work independently or collaboratively in a fast-paced environment Possess technical troubleshooting skills to aide in deconstructing the timeline of events of an escalation Confidence and strong interest in problem solving Willingness to engage on complex matters and demonstrable "issue ownership" Comfortable working in ambiguous situations with little direction Perks & Benefits: HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees Stock - Restricted Stock Units (RSUs) for eligible roles Lucrative Employee Stock Purchase Program (15% discount) 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) Monthly stipend to support your work and productivity Flexible Time