Senior Manager, Technical Support – Hybrid

Smartsheet

. Manage and mentor multiple globally distributed technical support teams .

Posted 10/3/2026full-timeBangalore • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and mentoring capabilities in managing globally distributed technical support teams, with a focus on performance management, customer outcomes, and continuous improvement. Proficient in analyzing KPI metrics and fostering a high-performance culture through effective coaching and feedback.

Highest-signal resume keywords

People ManagementTechnical Support ExperienceKPI AnalysisCoaching and MentoringCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCase Volume ManagementSLA ManagementKPI Metrics AnalysisTechnical SaaS Environment ExperienceCritical ThinkingProblem Solving

Soft Skills

Leadership SkillsEnd-User Interaction SkillsAbility to Work IndependentlyDesire to Learn and Develop

Industry Keywords

Technical SupportCustomer ServiceGlobal TeamsContinuous ImprovementHigh-Performance Culture

About the role

Key responsibilities & impact

Manage and mentor multiple globally distributed technical support teams
Manage day-to-day team operations and collaborate with Support leaders to meet targets
Coach and develop team members as product experts
Provide enterprise-level, post-sales technical support to Smartsheet customers
Set objectives, provide feedback, evaluate progress, and foster a high-performance culture
Own performance and customer outcomes through SLAs and KPIs
Manage case volume, reduce backlog, and improve Support experiences
Analyze KPI metrics and customer feedback to identify trends and recommend efficiency improvements
Execute strategic goals set by Support Leadership
Perform regular case reviews and quality assessments
Participate in release readiness and evaluate new features and changes
Promote inclusivity, engagement, and development opportunities
Recruit according to business needs with recruitment partners
Partner with Training on onboarding and assessment objectives and programs
Promote continuous improvement through recognition and feedback
Partner across Global Support and other stakeholders on initiatives and collaboration
Report to a Senior Support Manager within the Global Support team
Perform other duties as assigned

Requirements

What you’ll need

6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors
3+ years of experience working in a technical support or customer service environment
Experience in a fast-paced, high-volume technical SaaS environment preferred
Experience with critical thinking and problem solving
Experience with frontline management and working with or leading global teams preferred
Experience coaching, mentoring, managing, and evaluating individual-contributor performance
Excellent end-user interaction skills
Strong written and verbal communication skills
Leadership skills and a proven track record as a resource for other team managers
Ability to work independently and take ownership of issues or challenges
Ability and desire to learn and develop new skills quickly
Ability to grow along with a leading global software product

Benefits

Comp & perks

Smartsheet states that ideas are heard, potential is supported, and contributions have real impact
Freedom to explore, push boundaries, and grow beyond the role
Diverse perspectives and nontraditional paths welcomed
Equal employment opportunity and inclusive environment
Interview accommodations available upon request