Technical Customer Success

• 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

Senior Manager, Technical Support – Hybrid

• Supervise up to 75 Remote Support Engineers through reporting supervisors
• Plan and direct field post-sales remote support activities
• Advise on projects assigned to the organizational unit
• Conduct customer and management briefings concerning operational decisions, scheduling requirements, or contractual clarification
• Potentially generate revenue through sales of software/support services, consulting, and/or add-on applications
• Anticipate and identify complex business needs
• Recommend solutions to complex problems
• Work with minimal direction and have work reviewed by senior management

Technical Support Manager II

• Upgrade client applications to the latest base versions
• Analyze application landscapes, release notes, and code changes to assess upgrade impacts
• Identify, debug, and resolve post-upgrade issues
• Analyze client code to distinguish direct upgrades from changes requiring client confirmation
• Debug custom and base code and provide workarounds or solutions to implementation teams and customers
• Use Duck Creek upgrade tools to generate differential analyses and low-impact upgrade paths
• Leverage AI-driven tools and processes to identify automation opportunities and reduce manual effort
• Support product upgrade and certification processes using product implementation knowledge and technical expertise
• Develop utilities and automate processes to make upgrades faster and more effective
• Interact with customer counterparts to triage issues and present solutions
• Review, mentor, and share knowledge with team members
• Inform the Technical Lead and Project Manager about issues and risks affecting upgrade schedules
• Collaborate with development, quality assurance, and client support teams
• Perform other duties and activities as required

Customer Success Engineer – Software Configuration, Billing

• Upgrade client applications to the latest base versions
• Analyze application landscapes, release notes, code changes, and new release features to assess upgrade impacts
• Identify, debug, and resolve post-upgrade issues
• Analyze client code to determine direct upgrade paths and areas requiring client confirmation
• Debug custom and base code to provide workarounds or solutions to implementation teams and customers
• Use Duck Creek upgrade tools to generate differential analyses and low-impact upgrade paths
• Use AI-driven tools and processes to identify automation opportunities and reduce manual effort in upgrade and certification activities
• Support product upgrade and certification processes using product implementation knowledge and technical expertise
• Develop utilities and automate processes for faster, more effective upgrades
• Interact with customer counterparts to triage issues and present solutions
• Review, mentor, and share knowledge with team members
• Inform the Technical Lead and Project Manager of issues and risks affecting upgrade schedules
• Collaborate with development, quality assurance, and client support teams