SmartSuite · 22 hours ago
Technical Support Engineer
Overland Park, KS
Full-time
Onsite
Mid Level
4+ years expSmartSuite is an enterprise, AI-powered work management platform that helps organizations standardize and scale work across various pillars. As a Technical Support Engineer, you will resolve complex technical issues, enhance customer experiences, and collaborate with various teams to improve product offerings.
Business Process Automation (BPA)CollaborationProject ManagementSoftware
No H1B
Responsibilities
Troubleshoot and resolve complex technical issues for customers, including account configuration, provisioning, SSO, integrations, and APIs
Manage and document customer incidents and resolutions in the ticketing and knowledge base systems
Proactively identify and prevent recurring issues, helping improve stability and user experience
Communicate technical concepts clearly to both technical and non-technical audiences
Collaborate with Tier 1, engineering, and product teams to share insights and resolve customer challenges efficiently
Escalate critical incidents in accordance with defined SLAs to ensure timely resolution
Advocate for customers internally, sharing insights that drive continuous product and process improvements—including AI-enhanced support opportunities as they emerge
Maintain and expand our internal and external knowledge base, documenting troubleshooting steps, fixes, and known issues
Contribute to service excellence metrics by ensuring consistent, proactive, and high-quality customer interactions
Foster collaboration and mentorship across Tier 1 and Tier 2 support, helping elevate the overall team’s technical capability
Qualification
Required
2+ years of experience in escalated technical support (Tier 2 or higher)
4+ years total experience in customer support or customer service
Strong background supporting SaaS or web-based applications, with hands-on experience troubleshooting APIs, integrations, and configuration issues
Excellent communication and collaboration skills—you're comfortable interfacing with both engineers and end users
Ability to multitask and prioritize effectively in a fast-paced environment
High attention to detail and ability to document complex solutions clearly
Demonstrated integrity, curiosity, and a desire to continuously improve—especially as new technologies like AI-driven support tools become part of your workflow
Comfortable working independently while staying aligned with team goals
Strong analytical mindset with familiarity in databases, data structures, and reporting tools
Candidates must reside in the Kansas City area
Candidates must be authorized to work in the United States. We are unable to sponsor or take over sponsorship of employment visas at this time
Preferred
Experience with no-code / low-code platforms or workflow automation tools is highly valued
Benefits
A collaborative, customer-obsessed culture where every role contributes to our success.
Opportunities to expand your technical expertise across cloud-based tools, APIs, automation platforms, and AI-enabled product features.
Exposure to modern technologies that will continue to develop your in-demand technical skills.
Working closely with talented engineers and product experts who value problem-solving and growth.
The chance to help define what 'world-class support' means for a rapidly scaling SaaS organization.
Company
SmartSuite
SmartSuite is a work management platform that integrates databases, spreadsheets, documents, collaboration tools, and automation.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$38MKey Investors
Canapi Ventures
2025-02-20Series A· $13M
2022-01-05Seed· $25M
Leadership Team
Tara Darbyshire
Co-Founder, EVP Strategic Accounts & Partnerships
Recent News
Columbia West
2025-04-04
Venture Capital Access Online
2025-02-21
2025-02-21
Company data provided by crunchbase