Technical Solutions Architect (Remote Eligible)

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Posted 13 days ago United States Salary undisclosed
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Job Description

As Smartsheet grows, our ability to automate and scale customer solutions becomes an increasingly important part of our strategy in Technical Customer Support. Customers have come to expect immediate and elegant ways to self-serve. As the Technical Solutions Architect in Customer Support, you will design and develop customer-focused tools and experiences that allow them to do this.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading 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 business outcomes.

You will report to our VP, Customer Support. You may work remotely from anywhere in the United States where Smartsheet is a registered employer.

You Will:
  • Work with business owners to understand customer need and requirements
  • Ensure that stakeholders provide adequate detail so developers can take action
  • Work with Technical PMs to scope and specify technical requirements and contribute to product roadmaps-your specific contributions will include things such as architectural review, proof of concept, and validation of feasibility of integrations (
  • Communicate trade-offs between customer expectations, team capacity, and technical feasibility to business owner stakeholders and align on prioritization
  • Be the voice of the development team to explain technical issues, timing, and needed decisions to the requestors
  • Develop and prototype technical solutions to assist with Support automation for deliverables such as:
    • Chatbots
    • Web-to-case intake forms
    • Customer portals
    • Integrations between the Smartsheet product and Support tools
  • Partner with teams across Smartsheet-Product Development, Website Development, IT, and Field Operations to name a few-to design and develop QA plans
  • Lead user acceptance testing and work with stakeholders in ensuring that the definition of "done" is appropriately met with a high focus on quality
  • With the team, review metrics and data from deployed solutions and recommend feature enhancements to drive improved customer experience and better ROI of effort
  • Lead design and discussion for maintenance and scalability while driving resolution of technical debt

You Have:
  • 3+ years of technical development experience in a SaaS or similar environment
  • Proficient in RESTful API and JSON usage and development
  • A foundational knowledge of web development and typical web technology stacks
  • Experience working in a customer-facing role (or a history of supporting teams that do that)
  • The ability to use technologies such as AI and NLP to improve customer experiences
  • A working knowledge of Salesforce Apex, or similar object-oriented languages
  • Specific Salesforce skills desired: Invocable Methods or flow designer, Lightening Web Components (LWC)/Aura
  • Salesforce/Service Cloud knowledge and experience with Salesforce builders(Process and Flow) Embedded Service (Live Agent, OmniChannel, etc.) experience preferred

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading 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 business outcomes.

The Technical Account Manager (TAM) acts as a named point of contact business advisor to specific Smartsheet customer contacts, providing Premier Services aligned to the customer's priorities to maximize business value of their Smartsheet investment. The TAM is responsible for contributing to the overall quality and satisfaction of the customer's support relationship primarily with post implementation technical issues on custom or premium application solutions ensuring business outcomes and maximum value from Smartsheet. The leader of Technical Account Management will manage the Global TAM program including the TAMs and TAM accounts.

This role is remote eligible or you may choose to work out of our Bellevue (WA), Boston (MA) or Edinburgh, UK locations and will report directly to the Vice President, Global Technical Support and Operations.

You Will:
  • Manage the team of Global Technical Account Managers program
  • Operate at a strategic relationship level with essential technical partners within our customer organizations, including the IT Directors, CTO, CIO, Line of Business leaders, and technology professionals
  • Act as a change agent by promoting the case for change and helping our customers evolve their IT Maturity, promote productive use of Smartsheet products, and help IT to make the business better
  • Contribute to sustainable growth through partnering with Services Sales, Success and Consulting teams and other Services personnel to strategize on ways to create new opportunities within the accounts they service
  • Contribute to the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Smartsheet legal, fiscal and personnel policies
  • Partner with our Strategic Relationships Leadership (Sales & Customer Success) to ascertain client priorities to set a long-term strategy for service delivery that aligns to their goals.
  • Develop TAMs who provide excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management/Escalations and Proactive Remediation Services

You Have:
  • 5+ years leadership experience
  • 5 + years Experience working is a SAAS support organization
  • Ability to lead with influence rather than authority, virtual teams comprised of Smartsheet, Partner and customer resources engaged in the delivery of complex solutions that result in a One Smartsheet approach
  • Executive presence and confidence to manage executive relationships internally and with the customer to create business transformation.
  • A deep understanding of the market forces affecting our customers
  • Experience offering insights into new ways customers can use software to provide greater value in helping meet their business goals
  • Proficiency in understanding the Premier Services portfolio, including acquisition services such as Converse.AI, Slope and 10,000 ft. and the ability to articulate the value of these services to our customers
  • Strong communication skills and imaginative, bold thinking in all situations
  • Experience leading with influence rather than authority
  • Led teams engaged in the delivery of complex solutions that result in a unified approach
  • An executive presence and have managed executive relationships internally and with customers to create business transformation
  • Knowledge of Smartsheet technologies

Perks & Benefits:
  • HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
  • Equity - Restricted Stock Units (RSUs) with all offers
  • 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 Away Program, plus Incidental Sick Leave
  • Up to 24 weeks of Parental 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, primary care membership, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (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!