Team Manager Technical Support

Role Overview Smartsheet is looking for an experienced Team Manager for Technical Support to lead a globally distributed team of support professionals from our Bengaluru office in a hybrid work model. This role is central to delivering outstanding post-sales technical support experiences for Smartsheet customers and requires a people-first leader with a strong background in SaaS environments. You will report to a Senior Support Manager within the Global Support team and will balance people development with operational excellence. Key Responsibilities - Lead and manage a globally distributed team of technical support professionals to deliver enterprise-level customer support - Set clear performance objectives, coach team members, and foster a high-performance culture centred on teamwork, ownership, and customer excellence - Own and drive team performance metrics including SLAs and KPIs, ensuring consistent achievement of targets - Analyse KPI data and customer feedback to identify trends and recommend efficiency improvements - Conduct regular case reviews and quality assessments to maintain high support standards - Manage case volumes, reduce backlog, and drive continuous improvements in support delivery - Participate in release readiness processes and evaluate new product features and updates - Collaborate with the Training team to align onboarding programs, identify skill gaps, and strengthen team capabilities - Partner with recruitment teams to attract and hire quality talent aligned to business needs - Champion a culture of inclusivity, engagement, and continuous learning within the team - Collaborate across the global Support organisation and key stakeholders to share ideas and drive strategic initiatives Required Qualifications - Minimum 3 years of people management experience or equivalent experience in mentoring and evaluating individual contributors - Minimum 3 years of experience in a technical support or customer service environment, preferably within a fast-paced SaaS organisation - Proven experience coaching, mentoring, and developing support team members - Strong written and verbal communication skills with excellent customer-facing abilities - Demonstrated critical thinking and problem-solving capabilities - Ability to work independently, take ownership of challenges, and drive results - Experience working with or leading global, cross-functional teams is an advantage Why Join Us At Smartsheet, your contributions make a real difference and your growth is actively supported in an environment that values diverse perspectives and bold thinking. Join a global software leader where innovation, collaboration, and meaningful work come together every day.

- 3+ years of people management or team mentoring experience - 3+ years in technical support or customer service, preferably in SaaS - Experience managing or leading globally distributed teams - Strong coaching, performance evaluation, and feedback skills - Excellent written and verbal communication abilities - Analytical skills to interpret KPI metrics and customer feedback - Ability to work independently and take ownership of complex challenges - Familiarity with SLA and KPI management in a support environment - High degree of critical thinking and problem-solving aptitude

- Hybrid work model with flexibility - Opportunity to work with a globally distributed team - Career development and growth opportunities - Inclusive and diverse work environment - Equal opportunity employer with strong commitment to employee wellbeing